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Part 1: Document Description
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Citation |
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Title: |
Service Quality for Digital Wallet in Indonesia Using Sentiment Analysis and Topic Modelling |
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Identification Number: |
doi:10.34820/FK2/UW4RZZ |
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Distributor: |
Telkom University Dataverse |
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Date of Distribution: |
2023-10-02 |
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Version: |
1 |
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Bibliographic Citation: |
Deviani, Winda Aulia; Kusumahadi, Krishna; Nurhazizah, Eva, 2023, "Service Quality for Digital Wallet in Indonesia Using Sentiment Analysis and Topic Modelling", https://doi.org/10.34820/FK2/UW4RZZ, Telkom University Dataverse, V1 |
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Citation |
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Title: |
Service Quality for Digital Wallet in Indonesia Using Sentiment Analysis and Topic Modelling |
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Identification Number: |
doi:10.34820/FK2/UW4RZZ |
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Authoring Entity: |
Deviani, Winda Aulia (Fakultas Ekonomi dan Bisnis : KK ICT Based Management (IBM)) |
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Kusumahadi, Krishna (Fakultas Ekonomi dan Bisnis : KK ICT Based Management (IBM)) |
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Nurhazizah, Eva (Fakultas Ekonomi dan Bisnis : KK ICT Based Management (IBM)) |
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Distributor: |
Telkom University Dataverse |
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Access Authority: |
Kusumahadi, Krishna |
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Depositor: |
Kusumahadi, Krishna |
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Date of Deposit: |
2023-03-31 |
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Study Scope |
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Keywords: |
Business and Management |
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Abstract: |
With the digital wallet, it is able to make it easy for users to store, send, and pay directly through the application. The Fintech Report by DSResearch states that Dana and ShopeePay are digital wallet products that have managed to occupy the top position in terms of daily usage frequency. However, the quality of Dana and ShopeePay services is considered less than optimal because many Dana and ShopeePay users have tweeted their complaints via Twitter social media. So that Dana and ShopeePay need to maintain service quality to maintain the loyalty of their users. This study aims to determine user sentiment towards the quality of Dana and ShopeePay services based on the e-servqual dimension and to find out what topics are formed in each e-servqual dimension to measure the service quality of Dana and ShopeePay. The data sources for this research are Dana and ShopeePay user-generated content delivered through social media Twitter. The data retrieval technique is crawling user tweets containing the keywords"@ danawallet" and"@ ShopeePay_ID" with a time span of 23 October 2021 to 29 December 2021. The data obtained will be classified based on the e-servqual dimension using Naive Bayes and the dataset will be analyzed using sentiment analysis and topic modeling. The results in this study show that negative sentiments dominate Dana and ShopeePay's e-servquals on the dimensions of Efficiency, System Availability, Fulfillment, and Privacy, as well as topics and words that have a negative connotation on the services provided by Dana and ShopeePay. The results of this research can be used by Dana and ShopeePay |
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Methodology and Processing |
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Data Access |
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Notes: |
CC0 Waiver |
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Other Study Description Materials |
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