Exploring User Sentiments and Adoption Barriers in E-Wallet Services in Indonesia using BERTopic on Play Store Reviews

The rapid growth of financial technology (fintech) has significantly transformed digital payment systems, mainly through e-wallet services. Understanding user perceptions of e-wallet applications is essential for improving service quality and user experience. This study analyzes user reviews of XYZ e-wallet in Indonesia using BERTopic, a transformer-based topic modeling technique that effectively captures semantic relationships in textual data with c-TF-IDF for topic representation. This research identifies key themes that shape user experiences and satisfaction by analyzing usergenerated reviews from the Google Play Store. The results reveal several dominant topics: usability, service reliability, and promotional incentives. While users appreciate the convenience and efficiency of e-wallet transactions, concerns persist regarding system errors, security issues, and customer support responsiveness. The findings indicate that addressing these concerns is crucial for enhancing user trust and adoption. Compared to traditional topic modeling methods such as Latent Dirichlet Allocation (LDA), BERTopic offers more nuanced insights by clustering semantically similar topics. This study contributes to fintech research by demonstrating the effectiveness of BERTopic in extracting valuable insights from user feedback. The results provide practical implications for service providers to enhance feature development, improve security measures, and optimize customer support to strengthen user engagement with digital payment services.