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"Pertumbuhan pesat transaksi digital di Indonesia mendorong transformasi digital pada perbankan konvensional dan digital. Layanan bank digital sepenuhnya mengandalkan kemudahan akses melalui aplikasi mobile banking. LINE Bank, sebagai bank digital dari Hana Bank, memerlukan alat ukur kepuasan pelanggan yang sesuai dengan karakteristik bank digital tanpa bergantung pada survei di kantor cabang. Penelitian ini mengukur kepuasan pelanggan dengan menganalisis ulasan pengguna di mobile app stores menggunakan analisis sentimen dan faktor kualitas layanan Shankar. Proses ini melibatkan algoritma machine learning, seperti Logistic Regression, Random Forest, dan SVM. Tahapan penelitian meliputi ekstraksi data ulasan, pelabelan sentimen, preprocessing, ekstraksi fitur, klasifikasi model, dan evaluasi performa menggunakan F1-score karena distribusi data yang tidak merata. Dari 7.749 ulasan (96,36% dari Google Play Store dan 3,64% dari Apple App Store), penelitian menemukan bahwa pelanggan puas pada aspek Convenience, tetapi tidak puas pada aspek Navigation, Customer Support, Privacy and Security, dan Efficiency. Algoritma SVM menunjukkan performa terbaik dengan F1-score 0,884 untuk klasifikasi sentimen dan 0,715 untuk kualitas layanan menggunakan 10-Fold Cross Validation. Penelitian ini merekomendasikan SVM sebagai model efektif untuk mengukur kepuasan pelanggan berbasis analisis sentimen dan faktor kualitas layanan mobile banking Shankar. Hasil penelitian ini dapat membantu bank menangani keluhan nasabah, meningkatkan fitur layanan, dan memperbaiki layanan. Penelitian selanjutnya disarankan memperkaya kosa kata untuk tahapan normalisasi, menerapkan multi-lingual preprocessing, dan menganalisis hubungan semantik antar kata.

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The rapid growth of digital transactions in Indonesia has driven digital transformation in both conventional and digital banking. Digital banking services rely entirely on easy access through mobile banking applications. LINE Bank, a digital bank by Hana Bank, requires a customer satisfaction measurement tool tailored to the characteristics of digital banking without relying on branch office surveys. This study measures customer satisfaction by analyzing user reviews from mobile app stores using sentiment analysis and Shankar's service quality factors. The process involves machine learning algorithms, such as Logistic Regression, Random Forest, and SVM. The research stages include data extraction of user reviews, sentiment labeling, preprocessing, feature extraction, model classification, and performance evaluation using F1-score due to the imbalance distribution of dataset. From 7,749 reviews (96.36% from Google Play Store and 3.64% from Apple App Store), the study found that customers were satisfied with the Convenience aspect but dissatisfied with Navigation, Customer Support, Privacy and Security, and Efficiency. The SVM algorithm demonstrated the best performance, achieving an F1-score of 0.884 for sentiment classification and 0.715 for service quality classification using 10-Fold Cross Validation. This study recommends SVM as the most effective model for measuring customer satisfaction based on sentiment analysis and mobile banking service quality factors by Shankar. The findings can assist banks in addressing customer complaints, improving features, and enhancing service quality. Future research is suggested to enrich vocabulary for normalization, implement multilingual preprocessing, and analyze semantic relationships between words."

"Covid 19 membawa perubahan pada kebiasaan masyarakat dalam melakukan transaksi tidak terkecuali pada Bank Syariah Indonesia (BSI). Dengan demikian BSI dituntut untuk bisa melakukan adaptasi dengan perkembangan teknologi agar menjadi daya tarik tersendiri oleh nasabah dalam memenuhi kebutuhan dikala pandemi. Salah satu aspek yang perlu disorot dalam melakukan inovasi pada perkembangan teknologi adalah mobile. Model E-Service Quality yang dikembangkan oleh Blut (2016) digunakan pada penelitian kali ini, bertujuan untuk mengetahui pengaruh variabel dari E-SERVQUAL terhadap kepuasan dan loyalitas nasabah, serta komparasi antara E-SERVQUAL BSI dan Bank Negara Indonesia (BNI). Pada sisi lain, analisis skala prioritas juga digunakan untuk mengetahui dimensi apa saja yang perlu diprioritaskan oleh BSI dalam upaya meningkatkan kualitas layanan elektronik. Responden terdiri dari 214 pengguna BSI dan 240 pengguna BNI. Hasil dari penelitian menggunakan metode analisis PLS-SEM pada pengguna BSI dan BNI menunjukkan bahwa dimensi E-SERVQUAL berpengaruh signifikan terhadap kepuasaan dan loyalitas nasabah. Selain hal tersebut, jika dikomparasikan dengan BNI menggunakan uji Mann Whitney Test, diketahui bahwa BSI kalah secara signifikan pada semua dimensi kecuali the importance of sharia feature. Oleh sebab itu, dimensi-dimensi tersebut perlu ditingkatkan lagi agar dapat menciptakan loyalitas konsumen dan bersaing dengan bank lainnya.

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Covid 19 brought changes to people's habits in conducting transactions, including Bank Syariah Indonesia (BSI). Thus, BSI is required to be able to adapt to technological developments so that it becomes a special attraction for customers in meeting needs during the pandemic. One aspect that needs to be highlighted in making innovations in technological developments is mobile. The E-Service Quality model developed by Blut (2016) is used in this study, aiming to determine the effect of the variables from E-SERVQUAL on customer satisfaction and loyalty, as well as the comparison between E-SERVQUAL BSI and Bank Negara Indonesia (BNI). On the other hand, priority scale analysis is also used to find out what dimensions need to be prioritized by BSI in an effort to improve the quality of electronic services. Respondents consisted of 214 BSI users and 240 BNI users. The results of the study using the PLS-SEM analysis method on BSI and BNI users showed that the E-SERVQUAL dimension had a significant effect on customer satisfaction and loyalty. In addition to this, when compared with BNI using the Mann Whitney Test, it is known that BSI loses significantly on all dimensions except the importance of sharia feature. Therefore, these dimensions need to be improved again in order to create consumer loyalty and compete with other banks."

"Pengadopsian layanan Mobile Banking semakin berkembang pesat di Indonesia, namun dengan semakin banyaknya pengguna layanan tersebut maka semakin banyak pula pengguna layanan yang terpapar risiko-risiko dalam penggunaan layanan Mobile Banking. Sehingga, dengan semakin banyaknya pengguna layanan maka semakin penting bagi Bank Umum untuk menerapkan Prinsip Kehati-hatian dalam menyediakan layanan Mobile Banking. Berdasarkan hal tersebut, Penulis mengangkat dua pokok permasalahan yaitu bagaimana pengaturan dan praktik Prinsip Kehati-hatian dalam penyediaan layanan Mobile Banking oleh Bank X. Tujuan daripada penelitian ini adalah untuk mengetahui dan menganalisis pengaturan dan praktik Prinsip Kehati-hatian dalam penyediaan layanan Mobile Banking oleh Bank Umum. Lebih lanjut, Penelitian ini menggunakan metodologi yuridis-normatif dengan tipologi penelitian deskriptif analitis. Kesimpulan yang didapat adalah: 1) Pengaturan terkait Prinsip Kehati-hatian dalam penyediaan layanan Mobile Banking secara garis besar dapat ditemukan pada PBI Nomor 23/6/PBI/2021 Tahun 2021 tentang Penyedia Jasa Pembayaran, PBI Nomor 22/20/PBI/2020 Tahun 2020 tentang Perlindungan Konsumen Bank Indonesia, dan POJK Nomor 55/POJK.03/2016 Tahun 2016 tentang Penerapan Tata Kelola Bagi Bank Umum, dan 2) praktik Prinsip Kehati-hatian pada Bank X telah dilaksanakan melalui Good Corporate Governance, Manajemen Risiko, dan Perlindungan Konsumen sesuai dengan peraturan perundang-undangan. Penulis memberikan saran bahwa dalam hal penyediaan layanan Mobile Banking, Bank Indonesia selaku pengawas dan regulator di bidang Sistem Pembayaran sebaiknya lebih gencar untuk memperbarui pengaturan terkait Mobile Banking dan juga lebih giat melakukan sosialisasi terkait kejahatan-kejahatan dalam penyediaan layanan Mobile Banking.

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The adoption of Mobile Banking services is growing rapidly in Indonesia, but with the increasing number of service users, more users are exposed to risks in using Mobile Banking services. Thus, with the increasing number of service users, it is increasingly important for Commercial Banks to apply the Prudential Principle in providing Mobile Banking services. Based on this, the author raises two main issues, namely how is the regulation and practice of the Prudential Principle in the provision of Mobile Banking services by Commercial Banks. The purpose of this research is to find out and analyze the regulation and practice of the Prudential Principle in the provision of Mobile Banking services by Bank X. Furthermore, this study utilizes a juridical-normative methodology with a descriptive analytical research typology. The conclusions drawn are: 1) Regulations related to the Prudential Principle in providing Mobile Banking services in general can be found in PBI Number 23/6/PBI/2021 of 2021 on Payment System Service Providers, PBI Number 22/20/PBI/2020 of 2020 on Bank Indonesia Consumer Protection, and POJK Nomor 55/POJK.03/2016 Tahun 2016 on Implementation of Governance for Commercial Banks and 2) The practice of Prudential Principles at Bank X has been implemented through good corporate governance, risk management and consumer protection which is in accordance with the laws and regulation. The author suggests that in terms of providing Mobile Banking services, Bank Indonesia as the supervisor and regulator in the field of Payment Systems should be more active in updating regulations related to Mobile Banking and also be more active in socializing information related to crimes in the provision of Mobile Banking services.

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"In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc. Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia.

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In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc.  Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia."

"Penelitian ini bertujuan untuk mengetahui pengaruh dari komponen-komponen kualitas jasa mobile banking pada retensi pelanggan mobile banking melalui kualitas hubungan yang terdiri atas kepuasan, kepercayaan, dan komitmen. Sampel yang digunakan pada penelitian ini terdiri atas pelanggan mobile banking dari generasi milenial di Indonesia. Data pada penelitian ini diolah dengan menggunakan Structural Equation Modelling. Hasil dari penelitian ini menunjukan bahwa komponen kegunaan dan kemudahan penggunaan, keamanan dan privasi, serta enjoyment, memiliki pengaruh terhadap kepuasan yang pada akhirnya akan mempengaruhi kepercayaan dan komitmen sehingga dapat meningkatkan retensi pelanggan.

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This study seeks to identify the effects of service quality components of mobile banking towards customer retention, through the mediation of relationship quality which consists of satisfaction, trust, and commitment. The sample of this study consists of mobile banking customers from the millennial generation in Indonesia. The data that was acquired in this study was then processed through Structural Equation Modelling. The result of this study shows how practicality, security and privacy, and enjoyment of mobile banking influences the satisfaction of mobile banking users, which in turn affects the trust and commitment of said users, thereby increasing the level of customer retention."

"Sekarang ini industri perbankan memanfaatkan teknologi dengan menggunakan layanan mobile banking guna memudahkan nasabahnya dalam bertransaksi. Pemanfaatan tersebut juga dilakukan oleh Bank Tabungan Negara (BTN). Namun berdasarkan data, terdapat penurunan pengguna mobile banking pada bulan Juli sampai September 2020 di BTN Kantor Cabang Jakarta Cawang. Hal ini diasumsikan adanya pengaruh niat keberlanjutan nasabah. Sehingga penelitian ini bertujuan untuk mengidentifikasi pengaruh penerimaan dan kegunaan terhadap niat keberlanjutan melalui kepuasan dan sikap untuk menggunakan mobile banking BTN pada nasabah BTN Kantor Cabang Jakarta Cawang. Penelitian menggunakan pendekatan kuantitatif melalui metode survei berdasarkan convenience sampling. Jumlah responden dalam penelitian ini adalah 107 orang yang didapatkan melalui online questionnaire. Data yang didapatkan diolah menggunakan SPSS dengan teknik analisa jalur. Hasil dari penelitian ini menemukan bahwa penerimaan dan kegunaan berpengaruh terhadap kepuasan, kegunaan juga memiliki pengaruh pada sikap, lalu kepuasan memiliki pengaruh pada sikap, terakhir kegunaan, kepuasan, dan sikap berpengaruh terhadap niat keberlanjutan.

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Nowadays the banking industry is utilizing technology making a mobile banking services. This service is also carried out by Bank Tabungan Negara (BTN). However, based on data, there was a decrease in mobile banking users from July to September 2020 at the BTN Jakarta Cawang Branch Office. It is assumed that there is an effect of continuance intention to use mobile banking. Therefore, this study aims to identify the effect of confirmation and perceived usefulness on continuance intention through satisfaction and attitudes to use BTN mobile banking for BTN customers at the Jakarta Cawang Branch Office. This study used a quantitative approach through a survey method based on convenience sampling. The number of respondents in this study were 107 people who were obtained through online questionnaires. The data obtained were processed using SPSS with path analysis technique. The results of this study found that confirmation and perceived usefulness have a significant effect on satisfaction, perceived usefulness also have a significant effect on attitudes, then satisfaction have an effect but not significant on attitudes, lastly perceived usefulness, satisfaction, and attitudes have a significant effect on continuance intention. In addition, attitude and satisfaction are successful mediators for perceived usefulness.

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