Sentiment of the largest state, first mover, and largest private banks digital performance in Indonesia: Strategic perspective

Abstract

Digitalization plays an essential role in improving company performance, including banking. Understanding consumer sensitivity in digital banking applications is essential for strategic decisions. This research aims to analyze the user’s sensitivity of the largest state, first mover, and largest private bank digital application in Indonesia, using the Naïve Bayes technique through Python. The data were taken from the Google Play Store, a software provider application for computer/laptop and mobile users, with a time range of 3 months from April 2023 until July 2023. The applications as the subject were XAA because it is owned by the largest state-owned bank, namely Bank XA, XBB because it belongs to the first mover for digital banks, and XCC, which is an application from the largest privately owned bank, namely Bank XC. The results reveal that most digital bank application users in Indonesia perceive that existing digital bank applications in Indonesia have yet to be able to meet their expectations. This is explained by the higher average negative value of their feedback answers than the existing positive value. Furthermore, this conclusion was revealed from the finding that XAA and XCC, which still had a positive score, had a higher negative score. Meanwhile, the XBB application, which is a first mover, was found to have a positive value higher than a negative one. We clearly compare the three applications divided into positive and negative categories and discuss the existing negative comments using a Digital Business Capabilities perspective.

Keywords

Digital Banking / Digital Business Capabilities / Sentiment Analysis / Strategic Perspective

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