ANALISIS KOMPARATIF SENTIMEN PADA APLIKASI BYOND BSI DAN KANTOR PUSAT BSI MELALUI ULASAN GOOGLE
Keywords:
Mobile Banking Services, Customer Satisfaction, User SentimentAbstract
The rapid development of information technology has significantly transformed the banking sector, particularly with the introduction of mobile banking services, which allow customers to access banking services via mobile devices. This study aims to analyze and compare the quality of digital services through the Byond BSI application and in-person services at the head office of Bank Syariah Indonesia (BSI), focusing on user perceptions of both types of services. Review data from Google Play Store and Google Maps are used to analyze customer sentiment toward both services, using a sentiment analysis method based on ratings (positive, neutral, negative).
The results show that the majority of reviews for the Byond BSI application contain negative sentiment, primarily related to technical issues such as login difficulties, frequent crashes, and transaction failures. On the other hand, in-person services at the BSI head office also face complaints regarding unresponsive customer service and other technical issues. However, the comparison between both services shows that digital service issues are more related to the technical quality of the application, while in-person service issues are more related to human interaction quality and internal coordination at the bank.
This study provides a more comprehensive overview of customer satisfaction with both aspects of banking services and suggests improvements in digital system stability, customer interaction quality, and branch operational management to enhance the customer experience. The findings are expected to serve as a reference for developing more responsive banking services that cater to user needs in the digital era.
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