努力衡量客户关系绩效在印度尼西亚的金融科技行业
An Effort to Measure Customer Relationship Performance in Indonesia's Fintech Industry
摘要：
社交媒体的可用性简化了公司与客户的关系。社会化客户关系管理（SCRM）是一种利用社交媒体吸引客户参与对话网络的努力。社交网络分析有助于了解网络特征以及社交媒体上的会话网络有多活跃。计算其网络属性有利于衡量客户关系绩效。金融科技是一个新兴的行业，提供基于数字的金融服务，利用社交媒体与客户互动。为了保持竞争力，需要测量SCRM的性能。因此，我们的目标是探索印度尼西亚金融科技公司的SCRM绩效。在发现会话网络中的市场主流思想方面，我们通过将其分类为积极和消极的意见来进行情感分析。作为案例研究，我们在2019年10月1日至11月1日的观察期内调查了有关GoPay，OVO，Dana和LinkAja的Twitter对话。这项研究的结果是有益的商业智能的目的，特别是在管理与客户的关系。
英文摘要：
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.
机构、总结、中文摘要均由AI分析而来，可能存在错误，请以论文正文为准。
