DAFTAR PUSTAKA

Akram, W. dan Kumar, R. (2017). A Study on Positive and Negative Effects of

Social Media on Society. International Journal of Computer Sciences and
Engineering, 5(10), 347-354. Retrieved from JCSE.
Alamsyah, A. dan Utami, A. (2018). Social Network Performance Analysis and
Content Engagement on Indonesia’s E-Commerce. 6th International
Conference on Information and Communication Technology. Retrieved form
Research Gate
Alamsyah, A. dan Indraswasri, A. A. (2015). Social Network and Sentiment
Analysis for Social Customer Relationship Management in Indonesia
Banking Sector. Advance Science Letter, 23(2), 3808-3812. Retrieved from
Research Gate.
Alamsyah, A. et al. (2013). Social Network Analysis Taxonomy Based on Graph
Representation. International Conference on Innovation, Entrepreneurship
and small business, 5. Retrieved from Research Gate.
Assunção, M. D. (2015). Big Data computing and clouds: Trends and future
directions. Journal of Parallel and Distributed Computing, 3-15. Retrieved
from Science Direct.
Aulia et al. (2016). A Review: Customer Perceived Value and its Dimension. Asian
Journal of Social Sciences and Management Studies. Retrieved from
Research Gate.
Barabási, A. (2012). Network Science [online]. Tersedia:
http://barabasi.com/networksciencebook/ [8 November 2019]
Bompolis, C. G. dan Boutsouki, C. (2014). Customer Relationship Management in
the Era of Social Web and Social Customer: An Investigation of Customer
Engagement in the Greek Retail Banking Sector. Procedia - Social and
Behavioral Sciences, 148, 67-78. Retrieved from Science Direct.
Bratawisnu, M. K. dan Alamsyah, A. (2018). Social Network Analysis untuk
Analisa Interaksi User di Media Sosial Mengenai Bisnis E-Commerce (Studi

73
 Kasus: Lazada, Tokopedia Dan Elevenia). Jurnal Manajemen dan Bisnis
(Almana), 2(2). 107-115. Diperoleh dari Jurnal Manajemen Indonesia.
Cantallops, A. S. dan Salvi, F. (2014). New consumer behavior: A review of
research on eWOM and hotels. International Journal of Hospitality
Management, 36, 41-51. Retrieved from Science Direct.
Carenini, G. et al. (2011). Methods for Mining and Summarizing Text
Conversations. British Columbia: Morgan & Claypool.
Chandra, Meisia. (2013, 24 Juni). 3 Manfaat Dahsyat Sosial Media bagi ecommerce
[online]. Tersedia: https://inet.detik.com/cyberlife/d-2281884/3manfaat-
dahsyat-sosial-media-bagi-e-commerce [7 Oktober 2019].
Chapman, C. dan Feit, E. M. (2015). R for Marketing Research and Analytics.
Seattle: Springer International Publishing.
Clifton, A. dan Webster, G. D. (2017). An Introduction to Social Network Analysis
for Personality and Social Psychologists. Social Psychological and
Personality Science, 1-12. Retrieved from SAGE Journals.
Dewnarain, S. et al. (2018). Social customer relationship management: An
integrated conceptual framework. Journal of Hospitality Marketing &
Management, 1-17. Retrieved from Tandfonline.
Eka, R. (2018). Daily Social Fintech Report 2018 [online]. Tersedia:
https://dailysocial.id/report/post/fintech-report-2018 [1 September 2019].
Fang, X. dan Zhang, J. (2015). Sentiment Analysis Using Product Review Data.
Journal of Big Data, 2(5), 1-14. Retrieved from Springer.
Fernando, M. D. et al. (2016). Impact of Social Computing on Business Outcomes.
International Conferences ICT, WBC, BIGDACI and TPMC 2016. Retrieved
from Research Gate.
Firliani, A. dan Rinepta, A. G. (2019, 27 September). Rakyat Twitter Indonesia
Naik 4 Lipat, Apa Sih yang Dicari? [online]. Tersedia: https://20.detik.com/e-
flash/20190927-190927012/rakyat-twitter-indonesia-naik-4-lipat-apa-sih-
yang-dicari [7 Oktober 2019].
Gajdosik, T. (2015). Network Analysis of Cooperation in Tourism Destinations.
Czech Journal of Tourism, 4(1), 26–44. Retrieved from Research Gate.

74
Günther, W. A. (2017). Debating big data: A literature review on realizing value
from big data. Journal of Strategic Information Systems, 1-19. Retrieved from
Science Direct.
Gvili dan Levy. (2017). Consumer engagement with eWOM on social media: the
role of social capital. Online Information Review. Retrieved from Research
Gate.
Han, J. et al. (2012). Data Mining Concepts and Techniques. Massachusetts:
Elsevier.
Hofmann, M. et al. (2016). Text Mining and Visualization: Case Studies Using
Open-Source Tools. CRC Press
Indrawati. (2015). Metode Penelitian Manajemen dan Bisnis Konvergensi
Teknologi Komunikasi dan Informasi. Mengger Girang, Bandung: PT Refika
Aditama.
Jansen, B. et al. (2009). Twitter Power:Tweets as ElectronicWord of Mouth.
Journal of The American Society For Information Science Andtechnology,
60(11), 2169–2188. Retrieved from Research Gate.
Kotler, P. et al. (2017). Marketing 4.0: Moving from Traditional to Digital. New
Jersey: John Wiley & Sons, Inc.
Kotler, P. et al. (2013). Marketing. 9th Edition. Australia: Pearson Australia.
Landis, & Koch. (1997). The measurement of observer agreement for categorical
data. Biometrics.
Lutfi, A. A. et al. (2018). Sentiment Analysis in the Sales Review of Indonesian
Marketplace by Utilizing Support Vector Machine. Journal of Information
Systems Engineering and Business Intelligence, 4(1), 57-64.
Liu, B. (2012). Sentiment Analysis and Opinion Mining.
McHugh, M. L. (2012). Interrater reliability: the kappa statistic. Biochemia Medica,
22(3), 276-82. Retrieved from Research Gate.
McKee, D., Simmers, C. S., & Licata, J. (2006). Customer self-efficacy and
response to service. Journal of Service Research, 8(3), 207-220.
Moens, M. F. et al. (2014). Mining User Generated Content. 6000 Broken Sound
Parkway NW, Suite 300, Boca Raton: CRC Press.

75
Mouthami, K. et al. (2013). Sentiment analysis and classification based on textual
reviews. Information Communication and Embedded Systems (ICICES),
2013 International Conference on. Retrieved from Reasearch Gate.
Nasr, M. M. et al. (2017). Enhancing Social Customer Relationship Management
by Using Sentiment Analysis. International Journal of Science and Research,
6(12), 803-807. Retrieved from Academia.
Newman, M. E. J. (2012). Communities,modules and Large-Scale Structure in
Networks. Nature Physics, 8. Retrieved from Semantic Scholars.
Olmedilla, M. et al. (2016). Harvesting Big Data in Social Science: A
Methodological Approach for Collecting Online User- Generated Content.
Journal Computer Standards and Interfaces, 46, 79–87. Retrieved from
ScienceDirect.
O’Reilly. (2012). Big Data Now: 2012 Edition. USA: O’Reilly Media, Inc.
Perur, S. dan Iyer, S. (2006). Reachability: an alternative to connectivity for sparse
wireless multi-hop networks. Retrieved from Semantic Scholars.
Pusala, M. L. et al. (2016). Massive Data Analysis: Tasks, Tools, Applications, and
Challenges. Big Data Analytics. Retrieved from Springer.
Prasetyaningrum, P. T. et al. (2016). Social Customer Relationship Management
Sebagai Strategi Bisnis pada Bank (Studi Kasus di Bank BPD DIY).
TELEMATIKA, 13(1), 52-58. Retrieved from Research Gate.
Pryanka, A. dan Zuraya, N. (2019, 11 Februari). McKinsey: Penetrasi Fintech di
Indonesia Baru Lima Persen [online]. Tersedia:
https://www.republika.co.id/berita/ekonomi/fintech/19/02/11/pmrh1c383-
mckinsey-penetrasi-fintech-di-indonesia-baru-lima-persen [7 Oktober 2019]
Ramirez, E. et al. (2018). User-Generated Content as Word-Of-Mouth. Journal of
Marketing Theory and Practice, 90-98. Retrieved from Tandfonline.
Ramkissoon, H. (2018). Hospitality consumers’ decision-making. The Routledge
Handbook of Hospitality Marketing. Retrieved from Semantic Scholar.
Refaeilzadeh, P. et al. (2009). Cross-Validation. Encyclopedia of Database
Systems, 532-538. Retrieved from Research Gate.

76
Sapountzi, A. dan Psannis, K. E. (2016). Social Networking Data Analysis Tools
& Challenges. Journal Future Generation Computer Systems. Retrieved from
ScienceDirect.
Sekaran, U. dan Bougie, R. (2013). Research Methods for Business: A Skill-
Building Approach (6th ed.). The Atrium, Southern Gate, Chichester, West
Sussex, PO19 8SQ, United Kingdom: John Wiley & Sons Ltd.
Steketee, M. et al. (2015). Social Network Analysis. International Encyclopedia of
the Social & Behavioral Sciences, 22(2), 461-467. Retrieved from Science
Direct.
Sugianto, D. (2019, 24 September). Zaman Kekinian, Fintech Mulai Geser
Dominasi Perbankan [online]. Tersedia: https://finance.detik.com/fintech/d-
4718985/zaman-kekinian-fintech-mulai-geser-dominasi-perbankan [7
Oktober 2019]
Sun, Q. et al. (2019). Exploring eWOM in online customer reviews: Sentiment
analysis at a fine-grained level. Engineering Application of Artificial
Intelligence, 81, 68-78. Retrieved from Science Direct.
Sujarweni, V. W. (2015). Metodologi penelitian Bisnis & Ekonomi (1st ed.). Bantul,
Yogyakarta: PT Pustaka Baru
Tavakolifard, M. dan Almeroth, M. (2012). Social Computing: An Intersection of
Recommender Systems, Trust/Reputation Systems, and Social Networks.
IEEE Networks, 53-58. Retrieved from IEEE.
Thakkar, H. dan Pattel, D. (2015). Approaches for Sentiment Analysis on Twitter:
A State-of-Art study. Retrieved from Research Gate.
Tripathy, A. et al. (2015). Classification of Sentimental Reviews Using Machine
Learning Techniques. Procedia Computer Science, 57, 821 – 829. Retrieved
from Science Direct.
We Are Social. (2019). Digital in 2019 [online]. Tersedia:
https://wearesocial.com/global-digital-report-2019 [7 Oktober 2019].
Witten, I. H. et al. (2011). Data Mining Practical Machine Learning Tools and
Techniques. Massachusetts: Elsevier.

77
Yang et al. (2015). The Role of Customer Perceived Value in Online Word-of-
Mouth. Proceedings of the 2015 Academy of Marketing Conference.
Retrieved from Research Gate.
Zakeer, R. A. (2017). The Effect of Social Media on the Successful Implementation
of CRM. Global Journal of e-Business & Knowledge Management, 8(13), No
1, 19-25. Retrieved form Research Gate.
Zikmund, W. G. et al. (2013). Business Research Methods. Ninth Edition. USA:
South-Western, Cengage Learning.

78