Authors:
Helmi Adiningtyas
1
and
Aishananda Shavira Auliani
2
Affiliations:
1
Magister Management, School of Economics and Business, Telkom Univesity, Jl. Gegerkalong Hilir No. 47 Bandung, 40152, Jawa Barat, Indonesia
;
2
Magister Management, School of Economics and Business, Padjadjaran Univesity, Jl. Dipati Ukur No.23, Lebakgede, Kecamatan Coblong, Kota Bandung, 40132, Jawa Barat, Indonesia
Keyword(s):
Text Mining, Customer Experience, Mobile Banking.
Abstract:
Improvements in information and communication technology have resulted in several innovative changes to reach consumers. The use of online financial transactions is increasing due to the convenience and security provided. The changed habit of customer transaction from traditional payment into digital or online payment creating a new need of customers and company new ways to fulfilled new mission of succession, to fulfill it company needs to providing good service that been customize to their customer’s needs. In this study, we examined the mobile banking customer experience through customer perception on Google Play Store, and we used BCA Mobile, one of Indonesia’s mobile banking services, as our case study. Sentiment analysis methods to assess customer satisfaction and topic modeling methods to extract key customer issues within each sentiment class. This research aims to provide an evaluation and valuable insight into customer experience in mobile banking. As a result of this resea
rch, BCA Mobile customers are dissatisfied with the app service. Consumers consider transactions with the most recent version of BCA mobile to be risky because it does not use pins or onetime passwords (OTP). This discovery may help BCA Mobile pay more attention to other app features to better understand the needs of their customers
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