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2019 Conference

May 21–23, 2019

Westin Arlington Gateway, Arlington, VA, USA

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F2a Monthly Consumers’ Complaints Reported to Consumer Financial Protection Bureau: Utilization of Automatic Keywords Extraction Techniques

Thursday, May 23, 2019 at 9:45 AM–11:15 AM EDT
F. Scott Fitzgerald B
Key Words

CFPB, complaints narratives, text analysis, text mining, seasonal key words

Short Description

According to Consumer Financial Protection Bureau (CFPB), over 500,000 complaints were received from 2015 – 2017. Thirty-five percent of the complaints included narratives that provided valuable qualitative data to aid in analyzing the complaints. With advanced technology from the field of artificial intelligence computations, it can be possible to examine the large qualitative database to better understand complaint themes. A mixed methodology (i.e., text analysis) can be used to analyze the complaint database. As a result, the objective of this study is to determine the most used monthly keywords by utilizing text analytic techniques to bring significant data for researchers, Cooperative Extension educators, and policy makers to understand the seasonal  financial issues consumers face.

First & Corresponding Author

Wookjae Heo, South Dakota State University
Authors in the order to be printed

Wookjae Heo, Narang Park, Lorna Saboe-Wounded Head

Additional Authors

Narang Park, University of Georgia
Lorna Saboe-Wounded Head, South Dakota State University
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