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The rapid development of mobile banking has encouraged BNI to improve service quality through its two applications: BNI Mobile Banking and Wonder by BNI. Despite the high number of downloads, the quality of service is still considered inferior to competitors. This study analyzed the sentiment of user reviews from the Google Play Store using the IndoBERT algorithm and categorized the reviews into the six dimensions of e-SERVQUAL. The results show the dominance of negative sentiments, especially on the aspects of reliability and responsiveness. Data was collected through web scraping and manually labeled as well as pseudo labelling. With a high accuracy of 96% for sentiment analysis and 75% for dimension-based classification, the IndoBERT model is effective in extracting user perceptions and providing strategic insights for BNI digital service improvement.

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Assessing Electronic Service Quality of BNI Mobile Banking Via User Reviews: A Sentiment Analysis with IndoBERT Algorithm

  • 章节

  • 发表日期：

    2026年

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  • Nada Ulfa Yasmin,
  • Nurvita Trianasari,
  • Yusza Reditya Murti

摘要

The rapid development of mobile banking has encouraged BNI to improve service quality through its two applications: BNI Mobile Banking and Wonder by BNI. Despite the high number of downloads, the quality of service is still considered inferior to competitors. This study analyzed the sentiment of user reviews from the Google Play Store using the IndoBERT algorithm and categorized the reviews into the six dimensions of e-SERVQUAL. The results show the dominance of negative sentiments, especially on the aspects of reliability and responsiveness. Data was collected through web scraping and manually labeled as well as pseudo labelling. With a high accuracy of 96% for sentiment analysis and 75% for dimension-based classification, the IndoBERT model is effective in extracting user perceptions and providing strategic insights for BNI digital service improvement.