An Effort to Measure Customer Relationship Performance in Indonesia's Fintech Industry

Alisya Putri Rabbani, Andry Alamsyah and Sri Widiyanesti

Papers from arXiv.org

Abstract: The availability of social media simplifies the companies-customers relationship. An effort to engage customers in conversation networks using social media is called Social Customer Relationship Management (SCRM). Social Network Analysis helps to understand network characteristics and how active the conversation network on social media. Calculating its network properties is beneficial for measuring customer relationship performance. Financial Technology, a new emerging industry that provides digital-based financial services utilize social media to interact with its customers. Measuring SCRM performance is needed in order to stay competitive among others. Therefore, we aim to explore the SCRM performance of the Indonesia Fintech company. In terms of discovering the market majority thought in conversation networks, we perform sentiment analysis by classifying into positive and negative opinion. As case studies, we investigate Twitter conversations about GoPay, OVO, Dana, and LinkAja during the observation period from 1st October until 1st November 2019. The result of this research is beneficial for business intelligence purposes especially in managing relationships with customers.

Date: 2021-02
New Economics Papers: this item is included in nep-pay and nep-sea
References: View references in EconPapers View complete reference list from CitEc
Citations:

Published in The 11th SCBTII 2020 : Sustainable Collaboration in Business, Technology, Information and Innovation presents Virtual International Conference

Downloads: (external link)
http://arxiv.org/pdf/2102.08262 Latest version (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:arx:papers:2102.08262

Access Statistics for this paper

More papers in Papers from arXiv.org
Bibliographic data for series maintained by arXiv administrators ().