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Article
Publication date: 30 May 2018

Somnath Chakrabarti, Deepak Trehan and Mayank Makhija

As the retail banking institutions are becoming more customer centric, their focus on service quality is increasing. Established service quality frameworks such as SERVQUAL and…

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Abstract

Purpose

As the retail banking institutions are becoming more customer centric, their focus on service quality is increasing. Established service quality frameworks such as SERVQUAL and SERVPERF have been applied in the banking sector. While these models are widely accepted, they are expensive because of the need for replication across bank branches. The purpose of this paper is to propose a novel, user friendly and cost effective approach by amalgamating the traditional concept of service quality in banks (marketing base) and sentiment analysis literature (information systems base).

Design/methodology/approach

In this study, the main objective is to analyze user reviews to better understand the correlation between RATER dimension sentiment scores as independent variables and user overall rating (customer satisfaction) grouping in “good” and “bad” as dependent variable through development of authors’ own logistic regression model using lexicon-based sentiment analysis. The model has been developed for three largest private banks in India pertaining to three banking product categories of loans, savings and current accounts and credit cards.

Findings

The results show that the responsiveness and tangibles dimensions significantly impact the user evaluation rating. Even though the three largest private banks in India are concentrating on the tangibles dimension, not all of them are sufficiently focused on the responsiveness dimension. Additionally, customers looking for loan products are more susceptible to negative perceptions on service quality.

Originality/value

This study has highlighted two types of scores whereby user provided overall evaluation scores help provide validation to the sentiment scores. The developed model can be used to assess performance of a bank in comparison to its peers and to generate in depth insights on point of parity (POP) and point of difference (POD) fronts.

Details

International Journal of Bank Marketing, vol. 36 no. 4
Type: Research Article
ISSN: 0265-2323

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Book part
Publication date: 29 May 2023

Sagar Suresh Gupta and Jayant Mahajan

Introduction: Lending is an age-old concept, and Peer-to-Peer (P2P) lending is not new. The reduction in the issuing of loans by banks has made people switch from traditional to…

Abstract

Introduction: Lending is an age-old concept, and Peer-to-Peer (P2P) lending is not new. The reduction in the issuing of loans by banks has made people switch from traditional to online mode. The introduction of the online P2P lending industry is in its nascent stage of growth. As this industry is relatively new, understanding user experience, sentiments, and emotions would be helpful for the industry to innovate as per customer requirements.

Purpose: To explore the patterns in the sentiments expressed by users of ‘Cashkumar’ based on Google reviews.

Methodology: Sentiments have been analysed using user experience in risk, cost, ease of use, and loan processing time. Python application was used for sentiment analysis of Google reviews.

Findings: The sentiment analysis results showed that the average sentiment score was 0.7144, which indicates that the user sentiment towards ‘Cashkumar’ is positive. The reviews reflect that the users, especially borrowers were satisfied with the platform’s services and happy with loan processing time. The other factors – ease of use, cost, and risk – were not given much importance by users. Both lenders and borrowers faced a few issues, but the results of the lender’s sentiment analysis could not be generalised due to a smaller number of posted reviews.

Details

Smart Analytics, Artificial Intelligence and Sustainable Performance Management in a Global Digitalised Economy
Type: Book
ISBN: 978-1-83753-416-6

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Article
Publication date: 27 February 2023

Mayank Joshipura, Nehal Joshipura and Aditya Sharma

The disposition effect remains one of the most significant investor behavior puzzles. This study aims to consolidate the knowledge, explore current dynamics, elicit trends and…

413

Abstract

Purpose

The disposition effect remains one of the most significant investor behavior puzzles. This study aims to consolidate the knowledge, explore current dynamics, elicit trends and offer future research directions to demystify the disposition effect.

Design/methodology/approach

This study applies the hybrid review method. It first used bibliometric analysis (212 documents), followed by content analysis (54 articles) to analyze the breadth and depth of literature on the disposition effect.

Findings

This study presents performance analysis and science mapping. It identifies five main research streams: evidence, implications and mitigation techniques; theoretical explanations; investor biases and hedonic framing; attributes, beliefs and preferences; and implications for asset pricing and market efficiency. This study further offers future research directions for disposition effect research.

Research limitations/implications

This study deploys sequential bibliometric and content analysis. A meta-analysis of quantitative articles could provide specific insights regarding the disposition effect. Besides, this study is based on Scopus-indexed journals only.

Practical implications

This study benefits investors and portfolio managers as they learn effective ways to guard against the disposition effect. Policymakers may tweak tax laws to incentivize long-term holding, and regulators can run investor education campaigns to minimize the disposition effect’s consequences effectively.

Originality/value

To the best of the authors’ knowledge, this is probably the first hybrid review of high-quality, contemporary articles on the disposition effect that offers science mapping, research streams, future research directions and a succinct summary of theories, contexts, characteristics and methods deployed in the field of research.

Details

Qualitative Research in Financial Markets, vol. 16 no. 1
Type: Research Article
ISSN: 1755-4179

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Article
Publication date: 31 December 2024

Mayank Parashar, Ritika Jaiswal and Manish Sharma

In the era of Industry 5.0, understanding the balance between environmental, social, and governance (ESG) and firm performance is crucial for mitigating climate change and…

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Abstract

Purpose

In the era of Industry 5.0, understanding the balance between environmental, social, and governance (ESG) and firm performance is crucial for mitigating climate change and enhancing financial outcomes. This paper aims to analyze the effect of ESG disclosure on the financial performance (FP) of renewable and clean energy (RCE) companies, focusing on the combined ESG disclosure and individual E, S, and G disclosure scores.

Design/methodology/approach

The study analyzed a panel data sample from 2015–2021, covering 41 RCE companies. By applying the K-means++ clustering technique, the research also explored how firm-specific features influence the relationship between ESG disclosure and FP. The Bloomberg database and audited financial reports were used to gather the data for the study.

Findings

The findings indicate that increased ESG disclosure positively influences FP. Further, a significant positive relationship exists between FP and a company’s E and S disclosure. However, firm-specific characteristics significantly influence this relationship. Findings suggest that a company’s commitment to comprehensive ESG efforts enhances financial efficiency rather than increasing costs.

Originality/value

This study adds to the ESG-FP literature by emphasizing global RCE companies, a key player in sustainability. Further, to the best of the author’s knowledge, the study’s uniqueness is attributed to its application of a two-step approach, combining ESG-FP analysis with K-means++ clustering to account for firm-specific characteristics. It also uniquely examines the individual impact of E, S, and G disclosure on the FP of global RCE companies. The findings offer valuable insights for businesses and policymakers in developing strategies that improve profitability while addressing climate change risks.

Details

International Journal of Energy Sector Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1750-6220

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