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All Journal Indonesian Journal of Electrical Engineering and Computer Science
Kayla Zhafira Ardinov
Telkom University

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Transformer-based sentiment modeling for identifying cross country fintech perception gaps Kayla Zhafira Ardinov; Muhardi Saputra; Riska Yanu Fa’rifah
Indonesian Journal of Electrical Engineering and Computer Science Vol 43, No 2: August 2026
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/ijeecs.v43.i2.pp522-533

Abstract

Conventional sentiment analysis lacks granularity for capturing detailed user experiences and cross-country comparative insights in digital finance. This study identifies and maps perception gaps among ShopeePay users in Indonesia and Thailand using a topic-informed sentiment analysis pipeline inspired by aspect-based sentiment analysis (ABSA) principles. Adopting the knowledge discovery in databases (KDD) framework, over 170,000 web scraped reviews were preprocessed, automatically labeled through pseudo labeling, and balanced using random oversampling. To mitigate pseudo-label reinforcement, manual validation on 500 reviews per country achieved agreement rates of 98.80% (Indonesia) and 99.20% (Thailand) with Cohen’s Kappa above 0.97. The fine-tuned DistilBERT model achieved accuracies of 97.65% (Indonesia) and 98.38% (Thailand), though these figures should be interpreted within the pseudo-labeled evaluation context. Significant perception gaps were revealed: Thai users showed lower satisfaction with transactions (67.6% negative) while Indonesian users were more positive (93.0% positive). Process time received negative dominance in both countries, with Indonesia at 78.2% and Thailand at 50.8% negative. These findings demonstrate that user satisfaction is shaped by local infrastructure and cultural contexts, providing strategic insights for regional fintech development.
Co-Authors Fa'rifah, Riska Yanu Muhardi Saputra