Danielmituku/Fintech-App-Customer-Expriance-Analysis

Customer Experience Analytics for Fintech Apps: Commercial Bank of Ethiopia (CBE) Bank of Abyssinia (BOA) Dashen Bank # Fintech Mobile App Review Analytics — Week 2 Challenge Analyze user reviews of mobile banking apps for three Ethiopian banks (CBE, BOA, Dashen Bank) to provide actionable insights for improving app experience and customer retention. --- ## Table of Contents - Project Overview - Business Objective - Dataset Overview - Folder Structure - Setup & Installation - Tasks Completed - Technologies Used - Key Insights --- ## Project Overview This project covers end-to-end analysis of user reviews for banking apps: - Scraping user reviews from the Google Play Store - Preprocessing reviews for NLP analysis - Sentiment analysis (positive, negative, neutral) - Theme extraction (bugs, UI, features, support, etc.) - Storing cleaned data in PostgreSQL - Visualizing insights and generating stakeholder reports --- ## Business Objective Omega Consultancy aims to help Ethiopian banks improve their mobile apps by: - Identifying key satisfaction drivers (e.g., fast transfers, smooth login) - Highlighting pain points (e.g., crashes, slow load times) - Informing product development and customer support strategies - Supporting user retention and feature innovation --- ## Dataset Overview **Scraped Google Play Reviews**: | Column | Description | | ------------ | ---------------------------------- | | review_text | User feedback text | | rating | Star rating (1–5) | | review_date | Date of posting (YYYY-MM-DD) | | bank_name | Bank / app name | | source | Source platform (Google Play) | - Minimum 400 reviews per bank (1,200+ total) - Cleaned, normalized, and stored in PostgreSQL --- ## Folder Structure ```text Fintech-App-Review-Analytics/ ├── .github/ │ └── workflows/ │ ├── ci.yml │ └── codeql.yml ├── configs/ │ ├── scraper.yaml │ ├── nlp.yaml │ └── db.yaml ├── data/ │ ├── raw/ │ ├── interim/ │ ├── processed/ │ └── postgres_exports/ ├ …