Unlocking User Satisfaction: Evaluating Stress Levels of Financial Technology Users in Indonesia Through Sentiment Analysis
Taufik Rafli Margocahyo, Muhardi Saputra, Riska Yanu Fa’rifah · 2023
In the current era of rapid technological advancements, the financial sector has experienced significant transformations, greatly influencing the daily lives of individuals. Particularly, Financial Technology (Fintech) services have gained substantial popularity among users. In Indonesia, one prominent Fintech service is the peer-to-peer (P2P) lending platform, commonly referred to as Online Loans. This study focuses on analyzing user complaints and responses concerning a widely used P2P lending service provided by XYZ Company. To achieve this, an appropriate method for processing complaint data and user responses, namely Sentiment Analysis, is employed. Sentiment Analysis is a valuable approach for extracting insights on opinions, attitudes, and emotions towards specific objects. Specifically, this analysis aims to measure customer satisfaction by assessing the stress levels associated with the use of the XYZ Company P2P lending fintech service, considering various technostress aspects. The Naïve Bayes algorithm is employed as the methodology for sentiment analysis. The main objective of this research is to provide a comprehensive understanding of user sentiments towards the XYZ Company P2P lending fintech service, considering different dimensions of technostress such as overload, complexity, insecurity, uncertainly.