An Analysis of Fintech Technostress and Its Impact on Smart Economy: A Customer Review-Based Sentiment Analysis Approach

The rapid growth of financial technology (fintech) services, particularly e-wallets, has brought about new challenges and stressors for users. This study aims to analyze technostress in the context of fintech e-wallets on OVO using aspect-based sentiment analysis and the support vector machine (SVM) algorithm. The research collected user reviews from Google Playstore and applied aspect-based sentiment analysis to identify key aspects and sentiments expressed by users. The SVM algorithm was then employed to classify the sentiments. The results revealed that the most discussed aspect related to technostress in e-wallet usage was the occurrence of errors in the application feature, which predominantly carried a negative sentiment. Other aspects such as access, and service failures also elicited negative sentiments. The findings emphasize the need for continuous improvement in the system and features of e-wallet applications to alleviate technostress and enhance user satisfaction. This study contributes to the understanding of technostress in fintech e-wallet usage and provides insights for developers and stakeholders to enhance the user experience and mitigate technostress factors.