Understanding complaint behavior in mobile banking: a psychological and AI-based analysis of emotional drivers

This study investigates how emotional intelligence and AI techniques can classify user-reported issues in retail mobile banking apps and examine the associations between emotions and problem reporting. Using over 216,000 user reviews from the Bank of America Mobile Banking App, we extract sentiment...

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Bibliographic Details

Main Authors:	Li, Le, Choo, Wei Chong, Datta, Rony Kumar, Sabuj, Md Mehedul Islam, Hossain, Md Shamim
Format:	Article
Language:	en
Published:	Elsevier B.V. 2026
Subjects:	Experimental and Cognitive Psychology Developmental and Educational Psychology
Online Access:	http://psasir.upm.edu.my/id/eprint/122980/1/122980.pdf http://psasir.upm.edu.my/id/eprint/122980/ https://www.sciencedirect.com/science/article/pii/S0001691826002362
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