As cryptocurrency adoption grows in India, assessing the service quality of cryptocurrency apps becomes critical. This study integrates text mining of user reviews (N=1,000) from Google Play and Apple App Store with a structured survey of 200 active cryptocurrency app users. Using the SERVQUAL framework—reliability, assurance, tangibles, empathy, and responsiveness—we evaluated user perceptions and satisfaction. Text mining revealed key themes of dissatisfaction including app crashes, slow customer support, and high transaction fees, whereas survey analysis confirmed the importance of responsiveness and assurance in user satisfaction. The study provides actionable insights for app developers and fintech companies to enhance service quality and user experience.
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