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Journal : Journal of Mathematics, Computation and Statistics (JMATHCOS)

Knowledge Discovery Through Sentiment Analysis and Topic Modeling of BCA Mobile and MyBCA Putri, Salsa Anindya; Tania, Ken Ditha; Naretha Kawadha Pasemah Gumay
Journal of Mathematics, Computations and Statistics Vol. 8 No. 2 (2025): Volume 08 Nomor 02 (Oktober 2025)
Publisher : Jurusan Matematika FMIPA UNM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35580/jmathcos.v8i2.9782

Abstract

The swift adoption of mobile banking in Indonesia highlights the growing demand for secure and innovative digital financial services. PT Bank Central Asia Tbk (BCA) offers two primary applications, BCA Mobile and myBCA, catering to millions of users. Gaining insight into user perceptions is crucial for enhancing service quality and building trust. This research uses sentiment analysis and topic modeling on Google Play Store reviews for both applications to facilitate knowledge discovery. Reviews were labeled using IndoBERT, and seven classification models were assessed, including five machine learning methods and two deep learning techniques. The Gated Recurrent Unit (GRU) model demonstrated the highest performance, achieving an accuracy of 89.70%. In the realm of topic modeling, a comparison between Latent Dirichlet Allocation (LDA) and BERTopic revealed that BERTopic delivered the highest coherence score of 0.6244, identifying eight significant negative topics. The findings indicate that BCA Mobile users frequently reported issues such as login failures, unexplained balance deductions, and missing features, while myBCA users encountered problems like post-update errors, login difficulties, and challenges with face verification. This research aligns with Sustainable Development Goal (SDG) 9 by showing how knowledge discovery from user reviews can promote innovation and enhance resilient, user-centered digital banking infrastructures.
Co-Authors Abdillah Putra, Muhafsyah Adeliani, Adeliani Adriansyah, Rizki Afdhal Nadzif, Muhammad Ahmad Rifai Ahmad Rifai Akbar Adiprama, Faris Akbar Kurniawan, Iqbal Akbar, Rifko Akhda, M. Dandi Al Fachrozi, Muhammad Al-Farisy, M Hadi Albukhori, M Rafli Alfarizi Ramadhiyansa, Muhammad Alfarizi, M. Ali Ibrahim Ali Ibrahim (SCOPUS ID: 57203129436) Allsela Meiriza, Allsela Alvines, Mahendi Alzena Aisha Shakira Amanda Ardhani, Dhita Amelia Amelia Amelia Putri, Shinta Amelia, Rita Anadia, Qothrunnada Wafi Ananda Khoirunnisa Andini Bahri, Cheisya Anggun Ramadina Anindya Putri, Salsa Anisa Basulina, Nur Anissa, Cahya Rahmi Apriansyah Putra Apriansyah Putra Aqil Zidane, Muhammad Aqilah Syahputra, M Fathan Archi Daffa Danendra, Muhammad Ardhillah, Onky Ari Wedhasmara Ariyani, Ishlah Putri Ariyanti, Putri Arvhi Randita Setia Ary Pratama, Muhammad Mayda Athallah Ubaid, Deni Attika Putri, Shopi Audia Faradhisa Ansori Aulia, Cantika Ayuningtiyas, Pratiwi Azmi Zaky, Muhammad Azra, Muhammad Azyumardi Bahri, Cheisya Andini Baidhawi, Alif Bimmo Fathin Tammam Cahya Aulia, Syifa Cahya Rahmi Anissa Cici Elna Sari Citra, Belia Clark Peter Wijaya, Adley Constancio, Elven Dedy Kurniawan Dian Febriansyah Dwiansyah, Octa Dzaky Agusman, Muhammad Eka Saputra Eka Sevtiyuni, Putri Elna Sari, Cici Endang Lestari Ruskan Epriyanti, Nadia Fachrozi, Muhammad Al Fahmi Aulia Hakim, Adzka Fajaria, Mutiara Fathoni - Fatihaturrahmah, Aisyah Fatimah, Aisyah Fauzan, Muhammad Fairuz Fikri, M Fauzan Gustiani, Sindy Haidar Afif Mufid, Muhammad Hanggara, Bryan Hendrawan, Deni Agus Hermanto, Muhammad Lucky Hikmahwarani, Fellycia Ichsan Farel Rachmad, Muhammad Ikhwan Najatafani, Bintang Inayah, Anna Fadilla Indira Nailah Ramadhani Ispahan, Tarisha Izzan Fieldi, Muhammad Jodi Pratama, Muhammad Jonathan Pakpahan Karima, Dzakiah Aulia Karimsyah Lubis, Muhammad Khoiriyah Harahap, Dayana Kurnia Sari, Winda Lailatur Rahmi Lakeisyah, Eka Therina Lifiano Jamot Munthe, Gabriel Lubis, Muhammad Ali M Ihsan Jambak M Luthfi Khailani, Kgs Mahdiyah Afifah Sari Mahdiyah Afifah Sari Maretta, Aulia Pinkan Mariska, Inneke Via Marshella, Siti Hariza Mas Ud, Khalid Al Maulana, Rahmat Maulizidan, Muammar Ramadhani Meiriza, Allsella Miftahul Falah Mira Afrina Miranda, Fatreisya Ayu Mufidah, Luthfiah Muhammad Adisatya Dwipansy Muhammad Dzaky Alifayoezra Muhammad Idris Muhammad Luthfi Al-Ghifari Muhammad Luthfi Al-Ghifari Munaspin, Zahra Diva Putri Nabilatulrahmah, Raihana Nachwa, Syakillah Nadrota Acta, Muhammad Fakhri Najibah Putri, Aulia Najwa Widasari, Yesya Naretha Kawadha Pasemah Gumay Nashiroh Ramadhani, Muthia Naufaldihanif, Rihan Novrizal Eka Saputra Nugraha, Allan Nuraini Kusuma, Aisha Onkky Alexander Pacu Putra Prasetia, Dika Pratiwi, Metti Detricia Purba, Kevin Agustin Putri Ariyanti Putri Casanova, Musdalifa Putri Mutiara Arinie Putri Silpiara Putri, Amelia Rizki Putri, Aulia Najibah Putri, Naila Raihana Putri, Salsa Anindya Raditya Dafa Rizki Rafika Octaria Ningsih Rafli Maulana, Muhammad Rahmah, Atika Nur Rahman, M. Fadhil Rahmat Izwan Heroza Ramadhan Putra Pratama, Muhammad Ramadhani, Indira Nailah Rangga Aderiyana, Fakih Ravi Wijayanto, Muhammad Riansyah, Muhammad Bintang Naufal Risyahputri, Aliyananda Rizka Dhini Kurnia Rizka Mumtaz, Fadia Rizki Ade Ningsih Rizky Herdiansyah, Muhammad Rizkyllah, Anabel Fiorenza Robani, M Tsabita Rositiani, Ely Sabar Manahan, Nico Sabila, Amalia Sahira, Mutia Salsabila, Adella Salsabila, Shofi Sanjaya, Riska Amelia Saputra, Marco Sasmita, Ruth Mei Sembiring Depari, Alrayssa Davinka Septhia Charenda Putri Sevtiyuni, Putri Eka Shelly Putri Siade, Shalya Yunia Siregar, Richi Nauli Juniarto Suci Amalia Suci Fitriani, Suci Sukamto, Ika Sumiyarsi Syarief Albani, Muhammad Theresia Pardede, Eva Theressa Hasioani Sianturi, Claudia Tika Octri Dieni Titiana, Nuke Merisca Tri Zafira, Zahra Triana, Ayu Triputra, Muhamad Meiko Tsabitah, Laila Wahyuni Cahnia Sari Wilantara, M Pandu Winda Kurnia Sari Wirnanti, Rintan Wulan Dari, Atikah Yasir Alghifari, Muhammad Yasyfi Imran, Athallah Zahran Afif, Muhammad Zidan, Umar Rahman