habeneyasu/fintech-app-customer-experience-analytics

A data engineering and analytics project that scrapes Google Play Store reviews for Ethiopian fintech apps, cleans and processes the data, performs sentiment and thematic NLP analysis, stores results in PostgreSQL, and generates insights to improve customer experience. # Customer Experience Analytics - Fintech App Review Analysis A professional data engineering and analytics project for collecting, analyzing, and deriving insights from Google Play Store reviews of Ethiopian banking mobile applications. ## Table of Contents - Project Overview - Business Objective - Dataset Overview - Setup & Installation - Tasks Completed - Technologies Used - Key Observations - Best Practices --- ## Project Overview End-to-end analysis of customer reviews for three Ethiopian banking mobile applications: - **Commercial Bank of Ethiopia (CBE)** - **Bank of Abyssinia (BOA)** - **Dashen Bank** **Four Main Tasks:** 1. **Data Collection and Preprocessing**: Scrape and clean Google Play Store reviews 2. **Sentiment and Thematic Analysis**: Analyze sentiment using DistilBERT and identify themes 3. **Database Storage**: Store processed data in PostgreSQL 4. **Insights and Recommendations**: Generate actionable insights, visualizations, and recommendations --- ## Business Objective Enhance mobile banking applications' user experience by providing: - Customer sentiment analysis and trends - Pain point identification - Competitive benchmarking across banks - Data-driven improvement recommendations - Trend monitoring capabilities --- ## Dataset Overview ### Data Collection - **Multi-language Support**: Amharic (Ethiopia) and English (US) - **Batch Processing**: 100 reviews per API request - **Total Reviews Collected**: 9,881 reviews | Bank | App ID | Reviews Collected | Processed Reviews | Avg Rating | |------|--------|------------------|-------------------|------------| | Commercial Bank of Ethiopia | `com.combanketh.mobilebanking` | 8,174 | 7,931 | 4.05 | | Bank of Abyssinia | `com.boa.boaMobileBanking` | 1,200 | 1,168 | 3.10 | | Dashen Bank | `com.cr2.amolelight` | 507 | 495 | 4.11 | **Final Processed Reviews**: 9,594 ### Data Quality - **Error Rate**: 0.0% (meets < 5% requirement) - **Data Completeness**: 100% - **Sentiment Coverage**: 1 …