User Experience of Mobile Banking Application in Indonesia: New Technology of Banking
0
조회
0
다운로드
0
인용
0
참고문헌
키워드
초록
Purpose: This research delves into the user experiences associated with ten mobile banking applications in Indonesia. The study aims to highlight the technological innovations that drive user satisfaction, pinpoint areas requiring enhancement, and offer foresight into the evolving landscape of mobile banking in the region. Design/methodology/approach: Utilizing the KH-coder software, the data underwent rigorous quantitative text mining. Techniques such as frequency analysis, co-occurrence network analysis, and topic modeling were employed to discern pivotal themes within mobile banking applications. Further, statistical analyses rooted in co-occurrence words were conducted. Findings: The study scrutinized 5,720 online reviews, highlighting the pivotal role of online feedback in influencing consumer behavior, from product choices to app installations. The overall average rating was 3.76 out of 5, indicating a moderate level of user satisfaction. Reviews often raised concerns, with terms such as 'bug,' 'slow,' 'issue,' and 'problem' being prevalent. Conversely, reviews with a positive tone frequently included words like 'transfer,' 'previous,' 'number,' 'easy,' 'friendly,' 'user,' and 'feature,' suggesting greater user satisfaction. Through statistical analysis, ten distinct factors were identified, encompassing 26 words derived from co-occurrence patterns. Research limitations/implications: The study is geographically centered on Indonesia, potentially limiting its applicability to other regions. Relying on user reviews may not encompass the entirety of user experiences, given the potential bias towards extreme sentiments. The findings highlight the importance of technological advancements and user feedback in mobile banking's future, urging stakeholders to address areas of concern identified by users to enhance satisfaction and engagement. Originality/value: By harnessing a multi-dimensional analytical paradigm, encompassing term frequency, co-occurrence analysis, Latent Dirichlet Allocation (LDA), Exploratory Factor Analysis, and regression analysis, this study crafts a holistic blueprint for enhancing digital banking experiences, offering invaluable insights for stakeholders in the mobile banking domain.
Abstract
Purpose: This research delves into the user experiences associated with ten mobile banking applications in Indonesia. The study aims to highlight the technological innovations that drive user satisfaction, pinpoint areas requiring enhancement, and offer foresight into the evolving landscape of mobile banking in the region. Design/methodology/approach: Utilizing the KH-coder software, the data underwent rigorous quantitative text mining. Techniques such as frequency analysis, co-occurrence network analysis, and topic modeling were employed to discern pivotal themes within mobile banking applications. Further, statistical analyses rooted in co-occurrence words were conducted. Findings: The study scrutinized 5,720 online reviews, highlighting the pivotal role of online feedback in influencing consumer behavior, from product choices to app installations. The overall average rating was 3.76 out of 5, indicating a moderate level of user satisfaction. Reviews often raised concerns, with terms such as 'bug,' 'slow,' 'issue,' and 'problem' being prevalent. Conversely, reviews with a positive tone frequently included words like 'transfer,' 'previous,' 'number,' 'easy,' 'friendly,' 'user,' and 'feature,' suggesting greater user satisfaction. Through statistical analysis, ten distinct factors were identified, encompassing 26 words derived from co-occurrence patterns. Research limitations/implications: The study is geographically centered on Indonesia, potentially limiting its applicability to other regions. Relying on user reviews may not encompass the entirety of user experiences, given the potential bias towards extreme sentiments. The findings highlight the importance of technological advancements and user feedback in mobile banking's future, urging stakeholders to address areas of concern identified by users to enhance satisfaction and engagement. Originality/value: By harnessing a multi-dimensional analytical paradigm, encompassing term frequency, co-occurrence analysis, Latent Dirichlet Allocation (LDA), Exploratory Factor Analysis, and regression analysis, this study crafts a holistic blueprint for enhancing digital banking experiences, offering invaluable insights for stakeholders in the mobile banking domain.
참고문헌 (43)
- Blei, D. M., "Latent dirichlet allocation", Journal of Machine Learning Research, 3, pp.993~1022 (2003)
- Budiharseno, R. S., "Recovery hotel industry luxury hotels in semarang: Big data analysis", Proceedings of the International Conference On Law, Economics, and Health (ICLEH 2022), pp.143~149 (2023)
- Chong, A. Y. L., "Predicting consumer decisions to adopt mobile commerce : Cross country empirical examination between China and Malaysia", Decision Support Systems, 53(1), pp.34~43 (2012)[DOI]
- Ciptarianto, A., "E-Wallet application penetration for financial inclusion in Indonesia", International Journal of Current Science Research and Review, 5(2), pp.319~332 (2022)[DOI]
- Effendi, M., "Exploratory factor analysis(EFA)for adversity quotient(AQ)instrument among youth", Journal of Critical Reviews, 6(6), pp.234~242 (2019)[DOI]
- Febrian, D., "The effect of benefits offered and customer experience on re-use intention of mobile banking through customer satisfaction and trust", Jurnal Keuangan Dan Perbankan, 25(3), pp.551~569 (2021)[DOI]
- Feng, B., "The impact of entrepreneurial passion on psychology and behavior of entrepreneurs", Frontiers in Psychology, 11, pp.1~14 (2020)[DOI]
- Ferrari, M. V., "The platformisation of digital payments : The fabrication of consumer interest in the EU FinTech agenda", Computer Law & Security Review, 45, pp.105687~ (2022)[DOI]
- Goswami, S., "Impact of financial technology(Fintech)on financial inclusion(FI)in rural India", Universal Journal of Accounting and Finance, 10(2), pp.483~497 (2022)[DOI]
- Ha, S. B., "Consumer adoption of offline M-payment : The Chinese case", Global Business and Finance Review, 26(2), pp.83~109 (2021)[DOI]
- Hair, J. F., "Multivariate data analysis" (2019), Pearson New International Edition
- Handani, N. D., "Unlocking customer satisfaction of Halal restaurant in South Korea through online review analysis", Environment and Social Psychology, 7(2) (2023)[DOI]
- Handani, N. D., "A study of inbound travelers experience and satisfaction at quarantine hotels in Indonesia during the COVID-19pandemic", Information, 13(5), pp.254~ (2022)[DOI]
- Handani, N. D., "An analysis of customer textual reviews and satisfaction at luxury hotels in Singapore's marina bay area(SGClean-Certified hotels)", Sustainability(Switzerland), 14(15), pp.9382~ (2022)[DOI]
- Higuchi, K., "KH Coder 3 reference manual", Ritsumeikan University, ~ (2016)
- Hoehle, H., "Three decades of research on consumer adoption and utilization of electronic banking channels : A literature analysis", Decision Support Systems, 54(1), pp.122~132 (2012)[DOI]
- Hwang, S. Y., "Effects of online purchase e-CRM activities and e-customer satisfaction on e-loyalty during COVID-19 : The mediating effects of e-customer satisfaction", Global Business and Finance Review, 27(5), pp.100~114 (2022)[DOI]
- Jian, F., "Microblog topic evolution computing based on LDA algorithm", Open Physics, 16(1), pp.509~516 (2018)[DOI]
- Jolliffe, I. T., "Principal component analysis for special types of data" (2002), Springer
- Justitia, A., "Customer satisfaction analysis of online taxi mobile apps", Journal of Information Systems Engineering and Business Intelligence, 5(1), pp.85~ (2019)[DOI]
- Kamal, I., "The enthusiasm of digital payment services and millennial consumer behaviour in Indonesia", International Journal of Professional Business Review, 8(2), pp.1~16 (2023)[DOI]
- Kim, D., "Understanding internet-only bank service adoption : An integration of the unified technology theory of acceptance and innovation resistance model", Global Business and Finance Review, 25(3), pp.49~59 (2020)[DOI]
- Kim, H. S., "Elicitation of design factors through big data analysis of online customer reviews for washing machines", Journal of Mechanical Science and Technology, 33(6), pp.2785~2795 (2019)[DOI]
- Kim, J. M., "The influence of launching mobile channels on online customer reviews", Journal of Business Research, 137, pp.366~378 (2021)[DOI]
- Kouraogo, Y., "Security model on mobile banking application : attack simulation and countermeasures", International Journal of Intelligent Enterprise, 4(1-2), pp.155~167 (2017)[DOI]
- Laukkanen, T., "Internet vs mobile banking : Comparing customer value perceptions", Business Process Management Journal, 13(6), pp.788~797 (2007)[DOI]
- Lee, S. M., ""Untact" : A new customer service strategy in the digital age", Service Business, 14(1), pp.1~22 (2020)[DOI]
- Naeem, M., "Understanding the accessibility of retail mobile banking during the COVID-19 pandemic", International Journal of Retail and Distribution Management, 50(7), pp.860~879 (2022)[DOI]
- Noerhartati, E., "Exploring the influence of online reviews on sales : An empirical analysis of lady-Managed Indonesia restaurants in east", Journal of Women's Entrepreneurship and Education, pp.48~74 (2023)[DOI]
- Oh, Y. -K., "What improves customer satisfaction in mobile banking apps? An application of text mining analysis", Asia Marketing Journal, 23(4), pp.28~37 (2021)[DOI]
- "Consumer preference towards banking and e-wallet apps" (2022)[URL]
- Rozie, V., "A short review of customer satisfaction on mobile banking service quality of Islamic banks", Paradigma, 20(1), pp.74~84 (2023)[DOI]
- Ruslan, G. M., "QR code payment in Indonesia and its application on mobile banking", FGIC 2nd Conference on Governance and Integrity (2019)
- Sailaja, M., "Comparative study of net banking vs mobile payment apps", Sanshodhan, 9(1), pp.37~ (2020)[DOI]
- Shaikh, A. A., "Mobile banking adoption : A literature review", Telematics and Informatics, 32(1), pp.129~142 (2015)[DOI]
- Tavera-Mesias, J. F., "Social stratification, self-image congruence, and mobile banking in Colombian cities", Journal of International Consumer Marketing, 34(3), pp.312~331 (2022)[DOI]
- Tran, V. D., "Inspecting the relationship among e-service quality, e-trust, e-customer satisfaction and behavioral intentions of online shopping customers", Global Business and Finance Review, 24(3), pp.29~42 (2019)[DOI]
- Trivedi, S. K., "Prediction of polarities of online hotel reviews : An improved stacked decision tree(ISD)approach", Global Knowledge, Memory and Communication, 72(8, pp.9) (2022), 765~778
- Xin, G., "The impact of factors formingemployee service attitude on service quality, customer satisfaction and loyalty in the hotel industry", Global Business and Finance Review, 25(3), pp.84~95 (2020)[DOI]
- Yusop, N., "Security requirements validation for mobile apps: A systematic literature review", Jurnal Teknologi (Sci. Eng.), 77(33), pp.123~137 (2015)
- Zhao, L., "Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services : An empirical test of a multidimensional model", Decision Support Systems, 52(3), pp.645~656 (2012)[DOI]
- Zhou, T., "Understanding users' initial trust in mobile banking : An elaboration likelihood perspective", Computers in Human Behavior, 28(4), pp.1518~1525 (2012)[DOI]
- Zhu, M., "Visualiz ing the annual transition of ocean policy in Japan using text mining", Marine Policy, 155, pp.105754~ (2023)[DOI]
