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Analyzing Public Sentiment on Digital Banks in Indonesia via Social Media X

Aptisi Transactions on Technopreneurship (ATT) · Vol. 8 No. 1 (2026) · pp. 253–267

DOI
10.34306/att.v8i1.530
ISSN
2656-8888, 2655-8807
Published
2026-01-23
Publisher
Pandawan
Language
en
License
creativecommons.org/licenses/by/4.0

Abstract

This study aims to analyze public sentiment towards digital banks in Indonesia, specifically Bank Jago, using data from social media Twitter. Sentiment analysis methods were used to classify tweets into positive, negative and neutral categories. The findings show that public perceptions are generally positive, with a focus on technological innovation and ease of service. However, key complaints related to technical issues and customer service remain noteworthy. Most tweets had neutral to positive sentiments, reflecting a favorable public view of digital banks. These results highlight the importance for digital banks to continuously improve the customer service and technical stability of their apps to maintain a good reputation in the eyes of the public. In addition, the positive sentiments that arise regarding technological innovation can be leveraged to reinforce the bank's image as a modern and efficient institution. Recommendations from this study include developing a more responsive customer support system and improving app stability. With these measures, digital banks can maintain public trust and compete in an increasingly competitive market, as well as increase customer satisfaction and loyalty. This research provides valuable insights for digital bank business strategy in Indonesia.

Keywords

Collaboration network of the authors

24 authors · 51 co-authorship links · 10 across different organisations

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Diponegoro University
  • Sebelas Maret University
  • Sultan Ageng Tirtayasa University
  • Badan Pengkajian dan Penerapan Teknologi
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Dinar Mutiara Kusumo NugraheniDiponegoro University1
Ryo PambudiDiponegoro University1
Istadi IstadiDiponegoro University1
Bambang PramudonoDiponegoro University1
Slamet PriyantoDiponegoro University1
Iqbal SyaichurroziSultan Ageng Tirtayasa University1
Hashfi Hawali Abdul MatinSebelas Maret University1
Budiyono BudiyonoDiponegoro University1
Syafrudin SyafrudinDiponegoro University1
Hasri WiduriDiponegoro University1
Shelyn PatriciaDiponegoro University1
Evan Eduard SusantoDiponegoro University1
Raafi Jaya SutrisnaDiponegoro University1
A. NurhasanahAffiliation unknown1
Mohamad DjaeniDiponegoro University1
Nurul AsiahDiponegoro University1
A. SutantoBadan Pengkajian dan Penerapan Teknologi1
Widayat WidayatDiponegoro University1
Bakti JosDiponegoro University1
Bambang Waluyo Hadi Eko PrasetiyonoDiponegoro University1
Muhammad Anas Asy‐SyaqiqDiponegoro University1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://att.aptisi.or.id/index.php/att/oai, first harvested 6 Nov 2026, last seen 8 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en">Analyzing Public Sentiment on Digital Banks in Indonesia via Social Media X</dc:title>
	<dc:creator xml:lang="en">Arif, Erman</dc:creator>
	<dc:creator xml:lang="en">Suherman, Suherman</dc:creator>
	<dc:creator xml:lang="en">Widodo, Aris Puji</dc:creator>
	<dc:subject xml:lang="en">Public Sentiment</dc:subject>
	<dc:subject xml:lang="en">Digital Banks</dc:subject>
	<dc:subject xml:lang="en">Social Media X</dc:subject>
	<dc:subject xml:lang="en">Sentiment Analysis</dc:subject>
	<dc:subject xml:lang="en">Financial Technology</dc:subject>
	<dc:description xml:lang="en">This study aims to analyze public sentiment towards digital banks in Indonesia, specifically Bank Jago, using data from social media Twitter. Sentiment analysis methods were used to classify tweets into positive, negative and neutral categories. The findings show that public perceptions are generally positive, with a focus on technological innovation and ease of service. However, key complaints related to technical issues and customer service remain noteworthy. Most tweets had neutral to positive sentiments, reflecting a favorable public view of digital banks. These results highlight the importance for digital banks to continuously improve the customer service and technical stability of their apps to maintain a good reputation in the eyes of the public. In addition, the positive sentiments that arise regarding technological innovation can be leveraged to reinforce the bank's image as a modern and efficient institution. Recommendations from this study include developing a more responsive customer support system and improving app stability. With these measures, digital banks can maintain public trust and compete in an increasingly competitive market, as well as increase customer satisfaction and loyalty. This research provides valuable insights for digital bank business strategy in Indonesia.</dc:description>
	<dc:publisher xml:lang="en">Pandawan</dc:publisher>
	<dc:date>2026-01-23</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
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	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
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	<dc:identifier>https://att.aptisi.or.id/index.php/att/article/view/530</dc:identifier>
	<dc:identifier>10.34306/att.v8i1.530</dc:identifier>
	<dc:source xml:lang="en">Aptisi Transactions on Technopreneurship (ATT); Vol. 8 No. 1 (2026): March; 253-267</dc:source>
	<dc:source xml:lang="id">Aptisi Transactions On Technopreneurship (ATT); Vol 8 No 1 (2026): March; 253-267</dc:source>
	<dc:source>2656-8888</dc:source>
	<dc:source>2655-8807</dc:source>
	<dc:source>10.34306/att.v8i1</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://att.aptisi.or.id/index.php/att/article/view/530/446</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 Erman Arif, Suherman Suherman, Aris Puji Widodo</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by/4.0</dc:rights>
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