Customer Perceptions of Super App Ollin: A Thematic and Sentiment Analysis

Abstract

This research explores how customers of Bank Nagari Sharia perceive and respond to the use of Super App Ollin in Islamic digital banking services. A qualitative descriptive approach was applied through semi-structured interviews with 30 active users selected using purposive sampling. Interview data were analyzed using thematic and sentiment analysis with NVivo 15 software. The thematic analysis identified four dominant factors influencing customer acceptance: technology readiness, perceived usefulness, perceived ease of use, and trust.  The findings indicate that perceived usefulness and trust emerged as dominant themes shaping customer acceptance. Sentiment analysis revealed that positive sentiment dominated participant responses, mainly related to transaction convenience, efficiency, accessibility, and the availability of sharia banking features. Negative sentiment appeared less frequently and was primarily associated with login failures, delayed transactions, application lag, and concerns regarding digital security. The study suggests that the development of Islamic digital banking services should focus not only on technological innovation and efficiency but also on system reliability, cybersecurity, and customer trust. The findings further indicate that sharia compliance and institutional credibility remain important factors influencing customer acceptance of Islamic digital banking applications.