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Social Network and Sentiment Analysis for Social Customer Relationship Management in Indonesia Banking Sector

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The increasing number of social media users affects both individual and corporation user. Banking sector, for example, use social media to support their Social Customer Relationship Management activity. We investigate the dynamics and evolution of conversation network between bank customer using Social Network Analysis methodology. Measurement is conducted by calculating its network properties to see the characteristic and how active the network is. Customers talking about banks’ services can also express their opinion on social media. Therefore, we perform sentiment analysis to classify customer’s opinion into positive, negative and neutral class. This research was performed on Twitter’s conversation about Bank Mandiri, Bank Central Asia (BCA) and Bank Negara Indonesia (BNI). The result of this research is beneficial for business intelligence purpose to support decision making.
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Keywords: Banking Industry; Business Intelligence; Customer Relationship Management; Network Property; Sentiment Analysis; Social Network Analysis

Document Type: Research Article

Affiliations: School of Economics and Business, Telkom University, Bandung, 40257, Indonesia

Publication date: April 1, 2017

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  • ADVANCED SCIENCE LETTERS is an international peer-reviewed journal with a very wide-ranging coverage, consolidates research activities in all areas of (1) Physical Sciences, (2) Biological Sciences, (3) Mathematical Sciences, (4) Engineering, (5) Computer and Information Sciences, and (6) Geosciences to publish original short communications, full research papers and timely brief (mini) reviews with authors photo and biography encompassing the basic and applied research and current developments in educational aspects of these scientific areas.
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