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All Journal Jurnal Manajemen STIE Muhammadiyah Palopo JEMMA | Journal of Economic, Management and Accounting Jurnal Abdi Masyarakat Indonesia Jurnal Ekonomi dan Bisnis Digital (MINISTAL) Jurnal Pengabdian Masyarakat Bidang Sains dan Teknologi INOVASI: Jurnal Hasil Pengabdian Masyarakat Journal of Economics, Entrepreneurship, Management Business and Accounting Prosiding Seminar Nasional Dies Natalis Universitas Negeri Makassar
Valentino Aris
Universitas Negeri Makassar
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Journal : Jurnal Ekonomi dan Bisnis Digital (MINISTAL)

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Data Mining and Social Media Analysis to Identify Key Dimension of Service Quality for BTN Mobile App in Indonesia Valentino Aris; Muhammad Ashdaq; Muhammad Taufik
Jurnal Ekonomi dan Bisnis Digital Vol. 3 No. 1 (2024): January 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/ministal.v3i1.7565

Abstract

This research aims to analyse the online service quality in Indonesia's banking sector. We will carry out a consumer sentiment analysis on the BTN Mobile application, which Bank Tabungan Negara (BTN) uses to provide online services to consumers. Data mining will be done to obtain consumer review data on the Google Play Store. The target amount of data is a maximum of 500 data. The data will then be analysed to produce word clouds, topic modelling, and consumer sentiment and 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 BTN Mobile users in Indonesia.
Co-Authors Arini Lestari Aris Arini Lestari Aris Muh. Jamil Muhammad Ashdaq Muhammad Ashdaq Muhammad Rakib Muhammad Taufik Nurfitriayu Mandasari Siti Rahma Nurhaliza Syamsu Alam