Abstract
This study examines BCA Mobile, Livin by Mandiri, and BNI Mobile, the top five most popular mobile banking services in Indonesia, to determine consumer sentiment toward service quality. Using Google Play Store user generated content (UGC) and sentiment analysis, we discovered that all three mobile banking services provided poor service quality. Given the numerous negative opinions, efficiency, compliance, system availability, and privacy must all be considered. According to this study, these three mobile banking services must improve service quality to retain customers.
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