Association perception customer feedback with text network analysis in social media (case study on internet banking BRI, BCA, Mandiri in Indonesia)

Abstract

The advancement of social computing on big data analytics create ease of doing analysis on various aspects of data mining through social media. One aspect which can be analyzed through social computing is banking services system. This research will focus on the association of consumer perceptions of services provided by the bank through the internet banking in Indonesia. The research data obtained by crawling data on social media such as Twitter and Kaskus. Text Network Analysis is used as a social computing analysis method. As a result of Text Network Analysis, we can see the dominant words are forming the networks and the association words. It forms the consumer's perceptions of services which provided by Internet Banking. The benefits of this study is the use of social computing in analyzing the bank's customer in order to increase the bank's image through customer perception on social media.