Measuring mobile banking service quality using Topic Modeling and Term Ranking: A case study of an Indonesian digital bank

Abstract

The rapid expansion of digital transactions in Indonesia is driving the transformation of both traditional and digital banks. Since digital banks operate without physical branches, all banking services are via mobile banking apps. This study examines mobile banking service quality using text mining techniques like topic modeling and term ranking to analyze 11,815 user reviews from app stores and assess customer satisfaction through ratings. The research involves extracting and preprocessing reviews, identifying key topics, and linking them to satisfaction levels. Seven service dimensions were found: customers were satisfied with Enjoyment, Debit Card Delivery, and Feature-Free Transactions but dissatisfied with Accessibility, Data Privacy, Loan Services, and Touchless Customer Support. Debit Card Delivery and Feature-Free Transactions were highlighted as significant factors in Indonesia's digital banking market. With limitations in analyzing user reviews in Bahasa Indonesia, the findings are specific to the Indonesian digital banking context and may not be applicable elsewhere.