Jurnal Ekonomi dan Bisnis Digital (MINISTAL)
Vol. 3 No. 1 (2024): January 2024

Data Mining and Social Media Analysis to Identify Key Dimension of Service Quality for BTN Mobile App in Indonesia

Valentino Aris (Universitas Negeri Makassar)
Muhammad Ashdaq (Universitas Negeri Makassar)
Muhammad Taufik (Universitas Negeri Makassar)

Article Info

Publish Date
18 Jan 2024

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.

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Journal Info
Jurnal Ekonomi dan Bisnis Digital (MINISTAL)
Website

Abbrev

ministal

Publisher

PT FORMOSA CENDEKIA GLOBAL

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Jurnal Ekonomi dan Bisnis Digital (MINISTAL) is a peer-reviewed journal providing a space for both practitioners and academics for disseminating research results that work in Economic, finance, management, information technology and related fields. MINISTAL provides an outlet for the increasing flow ...