In the digital age, mobile banking has become essential for facilitating efficient financial transactions, with the Wondr mobile banking application from Bank Negara Indonesia (BNI) emerging as a significant innovation in this sector. Designed to provide a secure and user-friendly experience, Wondr aims to meet the diverse needs of its customers. However, to enhance its service and ensure user satisfaction, BNI must actively engage with customer feedback. This study leverages user reviews from platforms like Google Play Store to gain insights into the strengths and weaknesses of the Wondr application. Employing text analysis techniques, we utilise topic modeling through Latent Dirichlet Allocation (LDA) to extract relevant themes from these reviews to identify key areas for improvement and generate targeted recommendations. The findings of this research are intended to inform the ongoing development of the Wondr application, ultimately enhancing user experience and reinforcing BNI’s position within the digital banking landscape.
Mubina et al. (Wed,) studied this question.