Sentiment Analysis on Customer Satisfaction of Digital Banking in Indonesia

Andrian, Bramanthyo; Simanungkalit, Tiarma; Budi, Indra

doi:10.14569/ijacsa.2022.0130356

Cited by 15 publications

(15 citation statements)

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“…Untuk memberikan pelayanan berkualitas kepada nasabah di tengah situasi pandemi, instansi perbankan meluncurkan aplikasi digital banking sebagai wujud dari digitalisasi perbankan di Indonesia [1]. Penggunaan aplikasi digital banking memudahkan nasabah mengelola keuangan hanya dengan menggunakan smartphone [2]. Berdasarkan data Bank Indonesia pada bulan Februari 2022, transaksi menggunakan digital banking meningkat sebesar 46,53% dari tahun lalu menjadi Rp 3.732,8 triliun [3].…”

Section: Pendahuluanunclassified

“…Namun, hasil penelitian pada "Sentiment Analysis on Customer Satisfaction of Digital Banking in Indonesia" oleh Andrian, dkk menunjukkan adanya analisis sentimen negatif pada penggunaan salah satu dari tiga aplikasi digital banking di Indonesia berkaitan dengan buruknya pengalaman pengguna (user experience) dan kebijakan yang rumit [2]. Penelitian tersebut membuktikan bahwa instansi perbankan di Indonesia belum sepenuhnya mampu memberikan kepuasan kepada nasabah dalam penggunaan layanan digital banking.…”

Section: Pendahuluanunclassified

“…Penulis merumuskan hipotesis berdasarkan pada data penelitian sentiment analysis yang didapatkan terkait pengalaman pengguna [2]. Data penelitian tersebut menjadi dasar penyusunan hipotesis pada Gambar 2 dimana masing-masing dan secara bersamaan variabel Usefulness, Ease-of-Use, dan Ease-of-Learning diduga memberikan pengaruh terhadap variabel Satisfaction pada instrumen usability USE Questionnaire.…”

Section: Penyusunan Hipotesisunclassified

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Usability Analysis using Usefulness, Satisfaction, and Ease-of-Use Questionnaire on the Digital Banking

Pirie¹,

Tambotoh

2023

SISTEMASI

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Untuk mempermudah transaksi, terutama pada masa pandemi COVID-19, instansi perbankan pemerintah dan swasta di Indonesia meluncurkan aplikasi digital banking yang mudah digunakan melalui smartphone. Namun, didapati keluhan pada ketidakpuasan nasabah terhadap pengalamannya (user experience) menggunakan aplikasi digital banking. Oleh karena itu, penelitian ini bertujuan untuk menganalisis pengaruh user experience, secara spesifik faktor kebergunaan (usability), terhadap kepuasan nasabah dalam pengalamannya menggunakan aplikasi digital banking di Indonesia dengan menggunakan 4 variabel pada USE Questionnaire, yaitu Usefulness, Ease-of-Use, Ease-of-Learning sebagai variabel bebas (independen) dan Satisfaction sebagai variabel terikat (dependen). Variabel ini digunakan sebagai acuan perbaikan atau peningkatan usability dalam pengalaman pengguna aplikasi sehingga bank dapat memberikan layanan berkualitas kepada nasabah dan mampu bersaing dengan kompetitor. Pendekatan yang dilakukan dalam penelitian ini adalah BSR (Behavioral Science Research) dengan metode kuantitatif. Metode statistik yang digunakan adalah analisis regresi linear berganda. Hasil penelitian menunjukkan bahwa 1 dari 4 hipotesis penelitian (Hipotesis 3) ditolak karena variabel Ease-of-Learning dinyatakan tidak memiliki pengaruh terhadap variabel Satisfaction. Namun, dengan nilai t-hitung 2,478 yang mendekati nilai t-tabel 2,600 dapat dikatakan bahwa variabel Ease-of-Learning hampir mampu memberikan pengaruh terhadap variabel Satisfaction.

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Section: Pendahuluanunclassified

Section: Penyusunan Hipotesisunclassified

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Usability Analysis using Usefulness, Satisfaction, and Ease-of-Use Questionnaire on the Digital Banking

Pirie¹,

Tambotoh

2023

SISTEMASI

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“…With Peter Norvig's algorithm, they got improvements in terms of the percentage of matched polarity, which was 2.0%. In [11], the aim was that customers get satisfaction in terms of digital banking in Indonesia using SA from Twitter. Data were gathered from three digital banks in Indonesia, specifically Blu, Jago, and Jenius.…”

Section: Literature Reviewmentioning

confidence: 99%

Investigating the Impact of Utilizing the K-Nearest Neighbor and Levenshtein Distance Algorithms for Arabic Sentiment Analysis on Mobile Applications

Al-Shalabi

Al-Hagree

Al-Gaphari

et al. 2023

jast

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The field of sentiment analysis of Arabic scripts remains a major challenge due to the features, characteristics, and complexity of the Arabic language. Few studies on Arabic Sentiment Analysis (ASA) have been conducted to the best of our knowledge when compared to English or other Latin languages. In addition, for ASA, very few studies have been conducted regarding the comments of the users (customers) of the apps available on the Google Play Store within various mobile application reviews. Most of the current studies have been conducted on datasets collected from Twitter user comments. In this paper, we propose a new approach to the analysis of sentiment in Arabic script based on the comments dataset of users of some mobile applications available on the Google Play Store. The proposed approach involves improving algorithms such as the Levenshtein distance (LD) algorithm for data preprocessing and then combining it with the K-Nearest Neighbor (K-NN) algorithm. Through the proposed approach, the results of the experiment were shown, investigating the impact of utilizing the K-NN and LD algorithms for ASA on mobile applications effectively. The experiments were carried out. The K-NN with LD algorithm has gained a better level of evaluation compared to the K-NN algorithm. K-NN with LD algorithm has achieved the highest accuracy, recall, precision, and F-score, which were 83.11% in accuracy, 66.30% in recall, 85.10% in precision, and 74.53% in f-score evaluation measure when =3.

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“…This digital transformation within the financial sector has not only resulted in the digitization of existing business models and processes but has also paved the way for the development of new products and services. This condition is not only applicable in the banking industry of developed countries (Bernini et al, 2022; Cheng et al, 2023; Filotto et al, 2021; Jünger & Mietzner, 2020; Kozak & Golnik, 2020) but also applies to developing countries (Alkhowaiter, 2020; Goumeh & Barforoush, 2021; Nyoni, 2020), including Indonesia (Abdurrahman et al, 2023; Andrian et al, 2022; Hie, 2019; Riyanto et al, 2018; Winasis et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

Enhancing banking performance through dynamic digital transformation capabilities and governance, risk management, and compliance: Insights from the Indonesian context

Abdurrahman,

Gustomo,

Prasetio

2023

E J Info Sys Dev Countries

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Digital transformation (DT) is a crucial strategic initiative for organizations to rectify output, adapt, and keep up with the digital economy. Dynamic capability (DC) is a widely‐used model for managing opportunities and risks from digital transformation. However, there is a lack of research examining the measurement and relationship between the primary activities of dynamic capability and DT, especially within the banking sector. Acknowledging the importance of DC, we propose this research which emphasizes the significance of sensing, seizing, and transforming aptitudes in promoting DT and improving banking performance. Within this study, we specifically investigate the role of governance, risk management, and compliance (GRC) factors. By utilizing structured equation modeling (SEM) and analyzing data from 322 respondents representing 45 banks in Indonesia, our empirical findings demonstrate that all three DC activities have a significant influence on DT, in which sensing activity has the biggest impact, followed by transforming and seizing. Furthermore, we reveal that DT acts as an intermediary between DC activities and banking performance, and GRC factors further enhance the impact of DT on organizational performance. Our research offers valuable insights to assist banks in prioritizing essential capabilities, including GRC, to enhance overall performance through dynamic digital transformation capabilities.

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Sentiment Analysis on Customer Satisfaction of Digital Banking in Indonesia

Cited by 15 publications

References 0 publications

Usability Analysis using Usefulness, Satisfaction, and Ease-of-Use Questionnaire on the Digital Banking

Usability Analysis using Usefulness, Satisfaction, and Ease-of-Use Questionnaire on the Digital Banking

Investigating the Impact of Utilizing the K-Nearest Neighbor and Levenshtein Distance Algorithms for Arabic Sentiment Analysis on Mobile Applications

Enhancing banking performance through dynamic digital transformation capabilities and governance, risk management, and compliance: Insights from the Indonesian context

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