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All Journal Maksimum : Media Akuntansi Universitas Muhammadiyah Semarang Dinamika Akuntansi Keuangan dan Perbankan MALIH PEDDAS LIABILITIES (JURNAL PENDIDIKAN AKUNTANSI) Jurnal Revenue : Jurnal Ilmiah Akuntansi DEDIKASI PKM Seminar Nasional Teknologi dan Multidisiplin Ilmu Journal of Economics and Public Health Prosiding Seminar Nasional Unimus Stability: Journal of Management and Business
Fithri Widyanita Yarisma
Universitas PGRI Semarang
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Health Professions Nursing Public Health Social Sciences

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CLUSTER ANALYSIS OF DANA AND GOPAY E-WALLET SERVICE REVIEWS USING TF–IDF AND K-MEANS/K-MEDOIDS: AN ECONOMIC AND MANAGEMENT STRATEGY PERSPECTIVE Fatkhul Amin; Fithri Widyanita Yarisma; Ira Setiawati; Ratih Milati Ilham
STABILITY : Journal of Management and Business Vol. 8 No. 2 (2025): Vol 8 No 2 (2025)
Publisher : Universitas PGRI Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26877/r7hyad25

Abstract

This study aims to (1) identify the thematic structure of Indonesian-language user reviews on digital wallet services, (2) compare the clustering quality produced by alternative unsupervised methods, and (3) derive actionable operational insights for service management and financial performance. A quantitative text-mining design is employed, using an unsupervised learning framework on Indonesian-language Google Play Store reviews collected over the 2021–2025 period, comprising 553.500 reviews for DANA and 265.632 reviews for GoPay. The corpus is obtained via staged web scraping, cleaned and normalized, then represented with TF–IDF uni- and bigram vectors. Two clustering algorithms, K-Means and K-Medoids with cosine distance, are applied separately to the DANA, GoPay, and combined corpora. Cluster quality is evaluated using internal validity indices, including the Silhouette while thematic interpretation relies on dominant term inspection and supporting visualizations. The findings show that DANA’s main themes revolve around user experience, ease and reliability of transactions, OTP-based security and access barriers, and customer support, whereas GoPay reviews emphasize transactional operations, balance accessibility, and promotions or perceived service levels. The evaluation results indicate that DANA exhibits more heterogeneous thematic segments than GoPay, implying the need for more differentiated targeting and service strategies, while GoPay can rely on a relatively more homogeneous user base. 
Co-Authors Ade Ricky Rozzaqi Ainata Saputri, Pradea Siska Ainiyah, Erika Rodhotul Apsarini Fitria Ardianingrum Chadyan Fathurachman Fani Anggi Lestari Fatkhul Amin Fatkhul Amin Ika Menarianti, Ika Ira Setiawati Ira Setiawati Ira Setiawati, Ira I’tishom Al Khoiry Layinnatussyifa, Eka M. Rusydan Sabilly Munaji, Khoirul Nevi Andari Putri Arumsari Nugroho, Dani Putri, Darajatus Zakia Ratih Milati Ilham Selfi Putri Handayani Sri Yulianingsih Wawan Priyanto, Wawan