KNOWLEDGE MINING UNTUK IDENTIFIKASI FAKTOR YANG BERKONTRIBUSI TERHADAP NILAI KEPUASAN PENGGUNA BUY NOW PAY LATER

SALSABILA, NAJWA and Tania, Ken Ditha (2025) KNOWLEDGE MINING UNTUK IDENTIFIKASI FAKTOR YANG BERKONTRIBUSI TERHADAP NILAI KEPUASAN PENGGUNA BUY NOW PAY LATER. Undergraduate thesis, Sriwijaya University.

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Abstract

The emergence of Buy Now, Pay Later (BNPL) as a breakthrough in payment methods has been adopted by various platforms, increasing the volume of user feedback that provides stakeholders a way to identify user issues and improve service quality. Implementing interdisciplinary Knowledge Mining (KM), this study combined BERTopic topic modeling and explainable predictive machine learning with Shapley Additive exPlanations (SHAP) on 4,488 raw samples of Buy Now, Pay Later (BNPL) Indonesian users' feedback to identify latent cluster of factors and the contributors toward user satisfaction ratings. The findings resulted in the coherence being above 0.7 for each generated cluster with a cophenetic coefficient correlation of 0.8618. In the predictive task, Random Forest outperformed with MAE score of 1.2642, MSE of 2.3247, RMSE of 1.5247, and R² of 0.2963, resulting in the six most contributing factors: user protection (0.4582), payment and operational management (0.3569), transaction (0.1903), credit access (0.0890), application declination (0.0776), and e-KYC experience (0.0537). The findings provide data-driven information for service providers to focus on improving features that have the most impact on user satisfaction ratings.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Knowledge Mining, Buy Now Pay Later, BERTopic, SHAP
Subjects:	T Technology > T Technology (General) > T1-995 Technology (General) T Technology > T Technology (General) > T58.6-58.62 Management information systems > T58.6 General works Industrial engineering Information technology. Information systems (General) Management information systems -- Continued T Technology > T Technology (General) > T58.6-58.62 Management information systems > T58.62 Decision support systems Cf. HD30.213 Industrial management
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Najwa Salsabila
Date Deposited:	26 May 2025 06:31
Last Modified:	26 May 2025 06:31
URI:	http://repository.unsri.ac.id/id/eprint/174159

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