Review
Open access
Oct 2026
Customer complaint analytics in digital financial services: temporal prediction of untimely responses and capacity-aware prioritization
Digital financial service providers often receive more customer complaints than can be examined through intensive review and individualized handling. Prior research has examined technology adoption, service quality, satisfaction, trust, loyalty, and artificial intelligence in finance, but less is known about how compla...
Jin-Ho Cha, Lam Trong Vu, T. Nguyen et al.
· Future Business Journal · 0 citations