Enhancing Digital Wallet Services Based on Electronic Word of Mouth Using Social Media Reviews
The rapid increase in cashless transactions, especially digital wallets that have become widely used, has increased competition among service providers. However, while competitive analysis in this field has been explored extensively, there is still a gap regarding analyzing user feedback through soc...
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| Format: | Article |
| Language: | English |
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SAGE Publishing
2025-07-01
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| Series: | SAGE Open |
| Online Access: | https://doi.org/10.1177/21582440251358713 |
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| author | Rahmat Nurcahyo Anton Satria Prabuwono Intan Novita Dewi Farizal Nurhadi Wibowo Muhammad Habiburrahman Khairi Hindriyandhito Yeong Min Jang |
| author_facet | Rahmat Nurcahyo Anton Satria Prabuwono Intan Novita Dewi Farizal Nurhadi Wibowo Muhammad Habiburrahman Khairi Hindriyandhito Yeong Min Jang |
| author_sort | Rahmat Nurcahyo |
| collection | DOAJ |
| description | The rapid increase in cashless transactions, especially digital wallets that have become widely used, has increased competition among service providers. However, while competitive analysis in this field has been explored extensively, there is still a gap regarding analyzing user feedback through social media channels. This research aims to address this gap by evaluating the competition of digital wallet providers in Indonesia, explicitly focusing on user feedback from Twitter (X), a well-known platform for its role in electronic Word of Mouth (e-WOM). This research employs SERVQUAL framework to analyze reviews of Indonesia's leading digital wallet providers, LinkAja and DANA. Support Vector Machine (SVM) and and K-Nearest Neighbors (KNN) were used for sentiment analysis by categorizing user feedback into reliability, economic benefits, assurance, and responsiveness. The findings show that LinkAja is better in responsiveness dimension while DANA is better in economic benefit dimension the quality of services, as evidenced by a higher volume of positive reviews. This research underscores the critical role of social media reviews in assessing user satisfaction and provides actionable insights for digital wallet providers to improve service quality. This research contributes to the literature by offering a novel application of e-WOM analysis in the competitive evaluation of digital wallet services. |
| format | Article |
| id | doaj-art-94419610b1e347aeb3e1f620eb37cd0e |
| institution | DOAJ |
| issn | 2158-2440 |
| language | English |
| publishDate | 2025-07-01 |
| publisher | SAGE Publishing |
| record_format | Article |
| series | SAGE Open |
| spelling | doaj-art-94419610b1e347aeb3e1f620eb37cd0e2025-08-20T03:09:44ZengSAGE PublishingSAGE Open2158-24402025-07-011510.1177/21582440251358713Enhancing Digital Wallet Services Based on Electronic Word of Mouth Using Social Media ReviewsRahmat Nurcahyo0Anton Satria Prabuwono1Intan Novita Dewi2 Farizal3Nurhadi Wibowo4Muhammad Habiburrahman5Khairi Hindriyandhito6Yeong Min Jang7Department of Industrial Engineering, Faculty of Engineering, Universitas Indonesia, Depok, West Java, IndonesiaFaculty of Computing and Information Technology in Rabigh, King Abdulaziz University, Jeddah, Saudi ArabiaDepartment of Industrial Engineering, Faculty of Engineering, Universitas Pembangunan Nasional Veteran Jakarta, Jakarta, IndonesiaDepartment of Industrial Engineering, Faculty of Engineering, Universitas Indonesia, Depok, West Java, IndonesiaResearch Center for Mining Technology, National Research and Innovation Agency - Republic of Indonesia (BRIN-RI), KST BJ Habibie PUSPIPTEK, Serpong, South Tangerang, IndonesiaDepartment of Industrial Engineering, Faculty of Engineering, Universitas Indonesia, Depok, West Java, IndonesiaDepartment of Electronics Engineering, Kookmin University, Seoul, South KoreaDepartment of Electronics Engineering, Kookmin University, Seoul, South KoreaThe rapid increase in cashless transactions, especially digital wallets that have become widely used, has increased competition among service providers. However, while competitive analysis in this field has been explored extensively, there is still a gap regarding analyzing user feedback through social media channels. This research aims to address this gap by evaluating the competition of digital wallet providers in Indonesia, explicitly focusing on user feedback from Twitter (X), a well-known platform for its role in electronic Word of Mouth (e-WOM). This research employs SERVQUAL framework to analyze reviews of Indonesia's leading digital wallet providers, LinkAja and DANA. Support Vector Machine (SVM) and and K-Nearest Neighbors (KNN) were used for sentiment analysis by categorizing user feedback into reliability, economic benefits, assurance, and responsiveness. The findings show that LinkAja is better in responsiveness dimension while DANA is better in economic benefit dimension the quality of services, as evidenced by a higher volume of positive reviews. This research underscores the critical role of social media reviews in assessing user satisfaction and provides actionable insights for digital wallet providers to improve service quality. This research contributes to the literature by offering a novel application of e-WOM analysis in the competitive evaluation of digital wallet services.https://doi.org/10.1177/21582440251358713 |
| spellingShingle | Rahmat Nurcahyo Anton Satria Prabuwono Intan Novita Dewi Farizal Nurhadi Wibowo Muhammad Habiburrahman Khairi Hindriyandhito Yeong Min Jang Enhancing Digital Wallet Services Based on Electronic Word of Mouth Using Social Media Reviews SAGE Open |
| title | Enhancing Digital Wallet Services Based on Electronic Word of Mouth Using Social Media Reviews |
| title_full | Enhancing Digital Wallet Services Based on Electronic Word of Mouth Using Social Media Reviews |
| title_fullStr | Enhancing Digital Wallet Services Based on Electronic Word of Mouth Using Social Media Reviews |
| title_full_unstemmed | Enhancing Digital Wallet Services Based on Electronic Word of Mouth Using Social Media Reviews |
| title_short | Enhancing Digital Wallet Services Based on Electronic Word of Mouth Using Social Media Reviews |
| title_sort | enhancing digital wallet services based on electronic word of mouth using social media reviews |
| url | https://doi.org/10.1177/21582440251358713 |
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