Comparing the Voices of Users of Mobile Financial Service Apps Provided by Private and Public Organizations in Bangladesh

Today, most banks and financial institutions have launched their mobile apps across various platforms, including the Google Play Store, Apple App Store, and Windows Phone Store, to support their customers. In Bangladesh, these apps are offered by both private and public financial organizations. As their service practices differ, it is assumed that their satisfaction factors also vary among their users. To examine this assumption, we collected reviews from the Google Play store written by users of the Nagad and Bkash, which are two well-known private and public financial app providers in Bangladesh. We identified major topics using the Latent Dirichlet Allocation (LDA) technique. The study reveals that Nagad app users experience more technical issues, including account creation, verification, login, and payment options for SIM cards and phones. In contrast, Bkash users face more problems related to updates and performance issues. It also shows that Bkash users are more satisfied with their positive user experience compared to Nagad users, who face more service-related problems, such as poor customer service, transaction fees, and low service quality. This research clearly indicates that similar apps operated by different types of organizations exhibit different satisfactory factors. Therefore, it is necessary to address other issues to satisfy their unique users.