Reframing User Acceptance with User-Generated Content: Insights from Digital Banking in Indonesia

Herbert Siregar; Munir; Ade Sobandi; Lala Septem Riza; Samialloi Nusratullo

doi:10.51454/decode.v5i3.1456

Authors

Herbert Siregar Management Universitas Pendidikan Indonesia https://orcid.org/0000-0002-2377-1524
Munir Computer Science Education Universitas Pendidikan Indonesia
Ade Sobandi Management Universitas Pendidikan Indonesia
Lala Septem Riza Computer Science Education Universitas Pendidikan Indonesia
Samialloi Nusratullo Computer Science Borough of Manhattan Community College

DOI:

https://doi.org/10.51454/decode.v5i3.1456

Keywords:

Digital Banking, Machine Learning, User Acceptance, User Generated Content

Abstract

This study examines user acceptance of BNI’s newly launched digital banking application, WONDR, by leveraging user-generated content (UGC) obtained from the Google Play Store. A total of 60,434 user reviews were collected and analyzed using a supervised machine learning approach, specifically the Random Forest algorithm, to classify sentiments into positive and negative categories. The dataset underwent a rigorous preprocessing pipeline, including text normalization, tokenization, stopword removal, and stemming, followed by feature extraction using the Term Frequency–Inverse Document Frequency (TF–IDF) method. Model performance was evaluated through a 7-Fold Cross-Validation strategy and standard metrics such as accuracy, precision, recall, and F1-score, achieving strong and consistent results with an overall accuracy of 0.888. The findings indicate that UGC-based sentiment analysis provides a scalable and interpretable method for assessing user acceptance, offering actionable insights for strategic application development. Theoretically, this study extends traditional acceptance models (e.g., TAM and UTAUT) by operationalizing user perceptions through naturally occurring feedback. Practically, the proposed approach supports data-driven decision-making for enhancing digital service quality in the banking sector.

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