Text network analysis of financial information for consumer decision-making

Abstract

Recently, insufficient information has led to consumer health-insurance duplication. This study determines which financial information is essential to consumer decision-making. Consumers' health- insurance consultations were analyzed in three stages of decision-making (pre-enrollment, enroll- ment, and post-enrollment) through text mining and text network analysis. Higher frequency words were identified for each of the three stages. For example, these included inquiry and fee-for- service health at pre-enrollment; indemnity health insurance and insurance agent at the time of enrollment; and claim, compensation, and benefits after enrollment. Also, centrality of the text network analysis identified the terms that were located centrally on a graph in each of the three stages. Results confirmed that different information is required for each decision-making stages.