Consumer Perception of Internet Banking and Mobile Banking Using Twitter Analytics

Abstract

Mobile and Internet banking have introduced a new way of monetary transactions without the need for physical presence. This research proposes to analyze the sentiments of people regarding digital transactions, Mobile and Internet banking. The explosion of Internet usage and the huge funding initiatives in electronic banking has drawn the attention of researchers towards Internet and mobile banking. This study focuses on customer value perceptions of the Internet and mobile banking in India. The recent and forecasted Digital India scheme shows high growth in e-banking in India. The demographic, attitudinal, and behavioral characteristics of mobile bank users were examined. In this study, datasets obtained from Twitter were used. After extensive and repeated analysis, it is found that both Mobile and Internet banking are well received, the number of positive Tweets, especially regarding mobile banking, is much higher than that of Internet banking. This leads to the interpretation that people find mobile banking easier and safer, especially during the ongoing COVID-19 pandemic.