Two years of digital Sharia bank in Indonesia, what do consumers think?: A sentiment analysis using machine learning

This study aims to identify public sentiment toward digital sharia banks that have been operating in Indonesia for two years. This research uses a qualitative method with a sentiment analysis approach with the help of Orange Data Mining. The data used are reviews of the Aladin digital Sharia Bank application from the Google Play Store taken from January 1, 2022, to January 1, 2024. The total review data used in this study included 23,787 reviews. The results revealed that the three most frequently occurring words are "bank", "aladin", and "aplikasi (in English: application)”. In addition, there are various positive sentiment words that describe the advantages and benefits provided by the app, such as “mudah (in English: easy)", "aman (in English: safe)", "bagus (in English: great)", "lancar (in English: smooth)", "cepat (in English: fast)", “simple (in English: simple)”, “membantu (in English: to helping)”, and “memudahkan (in English: to facilitate)”. Most reviews with positive sentiments amounted to 15,999 reviews, or 67.26% of all total reviews used in this study. Positive sentiment reviews are reviews that contain praise for user satisfaction when the Aladin digital Islamic bank application is used. The findings of this study offer recommendations for digital sharia banking practitioners to enhance the accessibility and usability of the features and services provided within the application. This is underscored by the fact that a significant portion of negative sentiment in user reviews stems from dissatisfaction related to technical issues within the application. This research is limited by the use of Google Play Store review data from two years before the release of the Aladin digital Sharia Bank app. For future research, researchers advise reidentifying the sentiment of the sharia digital bank application after 3 years, 4 years, etc., to compare sentiment changes.