Using Social Network Analysis For Analysing The Acceptance of Islamic Mobile Banking In Indonesia

Ahmad Fauzi, M Zaky Mubarak Lubis

Abstract


The purpose of the research is to find the positive and negative sentiment influencing the acceptance of Islamic Mobile Banking using Social Network Analysis. The research uses the reviews from Google Store from January 2017 to December 2018 related to the Bank Syariah Mandiri (BSM) and the Bank Muamalat. The total reviews for the research are 4472 (2489 for BSM and 1983 for Bank Muamalat). The result shows the positive sentiment for BSM mobile banking has 1407 nodes and 61537 edges. The positive sentiment of BSM mobile banking correlates with the feature of the transfer feature. For the negative sentiment, BSM mobile banking has 1811 nodes and 46926 edges which is related to an error when the customer checks the balance and transfer money. The positive sentiment of Muamalat mobile banking has 1020 nodes and 30492 nodes which correlate with the ease of use when customers use mobile banking. For the negative sentiment, Muamalat mobile banking has 531 nodes and 13691 edges which correlate with login and registration features.


Keywords


Islamic Mobile Banking, Social Network Analysis, Net Brand Reputation

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DOI: http://dx.doi.org/10.52155/ijpsat.v30.2.4055

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