Social Media Analysis to identify the Main Dimensions of Service Quality for Using BCA Mobile in Indonesia
Abstract
This research aims to analyze service quality in the banking sector in Indonesia. We will conduct consumer sentiment analysis on the use of the BCA Mobile application which is used to provide online services to consumers by Bank Central Asia (BCA). Data mining will be carried out to obtain consumer review data on the Google Play Store. The target amount of data is a maximum of 1,000 data. The data will then be analyzed to produce word clouds, topic modeling and sentiment analysis to produce dimensions that influence service quality. Analysis was carried out using the Orange Data Mining Application. The analysis results show dimensions that receive positive, negative and neutral sentiment from BCA Mobile users in Indonesia.
Keywords: service quality, data mining, word cloud, topic modeling, sentiment analysis.References
Abd-Elrahman, El-Borsaly, A., & Hassan, S. (2020). The Impact of Service Quality on Organizational Performance in the Mobile Telecommunications Sector in Egypt. Proceedings on Engineering Sciences, 2(1), 93–104. https://doi.org/10.24874/PES02.01.010
Aditya, P. T., Andriyadi, W., & Sidjaya, J. A. (2023). Analisis Manajemen Stratejik: PT Bank Central Asia Tbk (BCA). Jurnalku, 3(1), 56–70. https://doi.org/10.54957/jurnalku.v3i1.320
Aini, Q., Rahardja, U., & Hariguna, T. (2019). The antecedent of perceived value to determine of student continuance intention and student participate adoption of ilearning. Procedia Computer Science, 161, 242–249. https://doi.org/10.1016/j.procs.2019.11.120
Alayli, S. (2023). The impact of mobile banking on banking performance throughout the COVID-19 pandemic. International Journal of Science and Research Archieve, 10(01), 749–757. https://doi.org/10.31142/ijtsrd23053
Arhas, S. H., Suprianto, S., Darwis, M., Saleh, S., Jamaluddin, J., & Nasrullah, M. (2022). Service Quality and Customer Loyalty at Grapari. KnE Social Sciences, 2022, 734–740. https://doi.org/10.18502/kss.v7i5.10590
Aris, V., Maupa, H., Djaya, Y., & Nursyamsi, I. (2016). Analysis of User Behavior and Satisfaction for the Use of Academic Information System on Universities in Makassar Analysis of User Behavior and Satisfaction. Scientific Research Journal (SCIRJ), ISSN 2201-2796, IV(Xi), 1–12.
Asali, A. G. (2021). Social Media Analysis for Investigating Consumer Sentiment on Mobile Banking. Journal of International Conference Proceedings, 4(2), 241–253. https://doi.org/10.32535/jicp.v4i2.1247
Aulia, S. (2020). Pola Perilaku Konsumen Digital Dalam Memanfaatkan Aplikasi Dompet Digital. Jurnal Komunikasi, 12(2), 311. https://doi.org/10.24912/jk.v12i2.9829
Basuki, R., Tarigan, Z. J. H., Siagian, H., Limanta, L. S., Setiawan, D., & Mochtar, J. (2022). The effects of perceived ease of use, usefulness, enjoyment and intention to use online platforms on behavioral intention in online movie watching during the pandemic era. International Journal of Data and Network Science, 6(1), 253–262. https://doi.org/10.5267/J.IJDNS.2021.9.003
Bochaberi, O. S., & Job, O. (2021). Mobile Banking and Financial Performance of Selected Commercial Banks in Kenya. International Research Journal of Business and Strategic Management, 2(1), 79–94.
Chen, C., Huang, W., Ma, Y., Tang, Y., & Zang, Y. (2022). Analysis of the Richness of Functions of Mobile Banking Services and Users’ Satisfaction. Proceedings of the 2021 3rd International Conference on Economic Management and Cultural Industry (ICEMCI 2021), 203(Icemci), 2611–2617. https://doi.org/10.2991/assehr.k.211209.425
Cleveland, C. E. (2016). A Study on How Mobile Banking Has Affected the Banking Industry: Has Mobile Banking Improved Bank Performance? Finance and Financial Management Commons, 1–47. https://egrove.olemiss.edu/hon_thesis/228
Donabella, B. C., & Manzilati, A. (2022). Analisis Perilaku Konsumen Terhadap Penggunaan Platform Digital Bank. Contemporary Studies in Economic, Finance and Banking, 1(2), h 219.
Erica, D., & Al Rasyid, H. (2018). Pengaruh Kualitas Layanan, Pemanfaatan Teknologi Informasi dan Customer Value terhadap Kepuasan dan Loyalitas Pelanggan Jasa Transportasi Online …. Perspektif, XVI(2). https://dinastirev.org/JIMT/article/view/1157%0Ahttps://dinastirev.org/JIMT/article/download/1157/715
Ha, J., Kambe, M., & Pe, J. (2011). Data Mining: Concepts and Techniques. In Data Mining: Concepts and Techniques. https://doi.org/10.1016/C2009-0-61819-5
Halvadia, N. B., Halvadia, S., & Sarva Vishwavidyalaya, K. (2022). Using Text Mining to Identify Key Dimensions of Service Quality for the Indian Public Sector Banks’ Mobile Banking Apps. Research Square. https://doi.org/10.21203/rs.3.rs-1536236/v1
HC, R. H. K., Hanafi, M. M., & Lantara, W. N. (2019). The Effect of Optimal Cash and Deviation from Target Cash on the Firm Value: Empirical Study in Indonesian Firms. Jurnal Dinamika Manajemen, 10(1), 1–13. https://doi.org/10.15294/jdm.v10i1.17359
Hu, B., Liu, Y. li, & Yan, W. (2023). Should I scan my face? The influence of perceived value and trust on Chinese users’ intention to use facial recognition payment. Telematics and Informatics, 78. https://doi.org/10.1016/j.tele.2023.101951
Jain, P., & Agarwal, G. (2019). Factors affecting mobile banking adoption: An empirical study in gwalior region. International Journal of Digital Accounting Research, 19(June), 79–101. https://doi.org/10.4192/1577-8517-v19_4
Kabara, K., & Aris, V. (2023). The Successful Implementation of a Financial Information System at Hasanuddin University : Development of the Financial Information System Technology Adoption Model ( FISTAM ). Journal of Research in Business and Management, 11(7), 11–18.
Khan, G. F. (2015). Seven Layers of Social Media Analytics: Mining Business Insight from Social Media Text, Actions, Networks, Hyperlinks, Apps, Search Engine, and Location Data. In CreateSpace Independent Publishing Platform (Vol. 1). http://7layersanalytics.com/
Kotler, P., Keller, K. L., Ang, S. H., Tan, C. T., & Leong, S. M. T. A.-T. T.-. (2018). Marketing management : an Asian perspective (Seventh ed). Pearson Harlow, United Kingdom. https://doi.org/LK - https://worldcat.org/title/1023552002
Lalitha, & Balaji, L. (2022). Mobile Banking as a Tool for Financial Inclusion. Saudi Journal of Business and Management Studies, 7(9), 285–292. https://doi.org/10.36348/sjbms.2022.v07i09.006
Laras, A. (2023). Jumlah Pengguna Mobile Banking Mandiri, BRI, BCA, dan BNI Jumbo, Siapa Teratas? Financial.Bisnis.Com. https://finansial.bisnis.com/read/20231123/90/1717069/jumlah-pengguna-mobile-banking-mandiri-bri-bca-dan-bni-jumbo-siapa-teratas
Leavell, J. P. (n.d.). TAM and place : The role of convenience in technology acceptance. Atma 2019 Proceedings, 21–30.
Makurumidze, S., & Rwodzi, D. (2023). Mobile Banking and Commercial Bank Performance Nexus in Zimbabwe (2011-2021): Impact and Implications. Journal of Sustainable Business and Economics, 6(1), 1–14. https://doi.org/10.30564/jsbe.v6i1.19
Mutia Annur, C. (2023). Jumlah Rekening Nasabah Bank BCA Naik Jadi 34,68 Juta Orang pada 2022. Databoks.Katadata.Com. https://databoks.katadata.co.id/datapublish/2023/05/23/jumlah-rekening-nasabah-bank-bca-naik-jadi-3468-juta-orang-pada-2022
Mutiasari, A. I. (2020). Perkembangan Industri Perbankan Di Era Digital. Jurnal Ekonomi Bisnis Dan Kewirausahaan, 9(2), 32–41. https://doi.org/10.47942/iab.v9i2.541
Nanda, P., & Kumar, V. (2021). Social Media Analytics: Tools, Techniques and Present Day Practices. International Journal of Services Operations and Informatics, 11(4), 1. https://doi.org/10.1504/ijsoi.2021.10039351
OJK. (2020). Transformasi Digital Perbankan. Ojk, 13(April), 1–54.
Peng, M. Y. P., & Yan, X. (2022). Exploring the Influence of Determinants on Behavior Intention to Use of Multiple Media Kiosks Through Technology Readiness and Acceptance Model. Frontiers in Psychology, 13(March), 1–11. https://doi.org/10.3389/fpsyg.2022.852394
Purba, J. T., Samuel, S., & Budiono, S. (2021). Collaboration of digital payment usage decision in COVID-19 pandemic situation: Evidence from Indonesia. International Journal of Data and Network Science, 5(4), 557–568. https://doi.org/10.5267/j.ijdns.2021.8.012
Ramya, N., Kowsalya, A., & Hgaranipriya, K. (2019). SERVICE QUALITY AND ITS DIMENSIONS. International Journal of Research and Development, 4(2), 38–41. https://doi.org/10.1108/eb039583
Rizkiyah, K., Nurmayanti, L., Macdhy, R. D. N., & Yusuf, A. (2021). Pengaruh Digital Payment terhadap Perilaku Konsumen Pengguna Platform Digital Payment OVO. Jurnal Ilmiah Manajemen, 16(1), 107–126.
Santoso, J., & Dharmastuti, C. F. (2024). Can the Implementation of FinTech Improve Banking Performance? Evidence from Banking Industry in Indonesia. Advances in Economics, Business and Management Research, 27–33. https://doi.org/10.2991/978-94-6463-244-6_6
Shaw, N., & Sergueeva, K. (2016). Association for Information Systems AIS Electronic Library (AISeL) Convenient or Useful? Consumer Adoption of Smartphones for Mobile Commerce Convenient or Useful? Consumer Adoption of Smartphones for Mobile Commerce. Diffusion Interest Group In Information Technology, March 2017. http://aisel.aisnet.org/digit2016%0Ahttp://aisel.aisnet.org/digit2016/3
Sundari, S., Perdana Windarto, A., Purba, Y. P., & Artikel, G. (2022). Penerapan Data Mining Klasifikasi Terhadap Kepuasan Pelanggan Toko Bombay Textile Application of Data Mining Classification to Store Customer Satisfaction Bombay Textiles. JOMLAI: Journal of Machine Learning and Artificial Intelligence, 1(4), 2828–9099. https://doi.org/10.55123/jomlai.v1i4.1672
WeAreSocial. (2023). Digital 2023 Indonesia: The Essential Guide to The Last Connected Behaviours. https://datareportal.com/reports/digital-2023-indonesia
DOI: https://doi.org/10.37531/jebm.v2i1.124
Refbacks
- There are currently no refbacks.
Copyright (c) 2024 Journal of Entrepreneur, Business and Management
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
| Journal of Entrepreneur, Business and Management |
| Journal of Entrepreneur, Business and Management (jebm), with registered number ISSN 2987-5331 (Online), is published by Entrepreneurship Undergraduate Program at Amkop Business School (STIE Amkop). The content of this website is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License |
Journal of Entrepreneur, Business and Management
