Customer Satisfaction Analysis of Mobile Banking Application Based on Twitter Data

Mahardhian Anjar Ligiarta, Yova Ruldeviyani

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

2 Citations (Scopus)

Abstract

The Covid-19 pandemic has changed the way people transact from physical bank to mobile banking transactions. The banks as financial companies are competing to offer the best service for mobile banking. Failure to fulfill consumer needs can damage a bank's reputation, profitability, and lead to gradual loss of customers. Hence, the bank needs to know its performance by measuring customer satisfaction. This study is aimed to know customer satisfaction of mobile banking using sentiment analysis. Sentiment analysis was conducted using data from Twitter, knowing that Twitter is a widely used media social with text-based content. The collected data was then predicted using the Support Vector Machine (SVM) model to get a positive or negative sentiment. From the model training result, this model achieved 92.5% of accuracy. The research analyzes customer satisfaction using sentiment analysis of BCA Mobile, Livin' by Mandiri, BRI Mobile (Brimo), and BNI Mobile. Brimo received the greatest percentage of positive sentiment compared to other platforms. Livin' by Mandiri and Brimo had a serious issue regarding its reliability. BCA Mobile should be more concerned regarding its usefulness. Meanwhile, BNI Mobile should have been more worried about its platform responsiveness.

Original languageEnglish
Title of host publicationProceedings - 2022 2nd International Conference on Electronic and Electrical Engineering and Intelligent System, ICE3IS 2022
EditorsYessi Jussman
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages322-327
Number of pages6
ISBN (Electronic)9781665465410
DOIs
Publication statusPublished - 2022
Event2nd International Conference on Electronic and Electrical Engineering and Intelligent System, ICE3IS 2022 - Virtual, Online, Indonesia
Duration: 4 Nov 20225 Nov 2022

Publication series

NameProceedings - 2022 2nd International Conference on Electronic and Electrical Engineering and Intelligent System, ICE3IS 2022

Conference

Conference2nd International Conference on Electronic and Electrical Engineering and Intelligent System, ICE3IS 2022
Country/TerritoryIndonesia
CityVirtual, Online
Period4/11/225/11/22

Keywords

  • Customer satisfaction
  • mobile banking
  • sentiment analysis
  • SVM

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