ABSTRACT
This study aims to explore the customer relationship management (CRM) performance of Indonesia's Fintech on social media. Social network analysis is performed by calculating its network properties to understand the conversation network characteristic effectively. In discovering the market majority thought, sentiment analysis is conducted. As case studies, we investigate Twitter conversation about GoPay, OVO, Dana, and LinkAja during the observation period from 1st October until 1st November 2019. The overall result shows that LinkAja perform CRM better by winning 4 out of 9 network properties and succeeded in gaining 72.57% positive sentiments. Besides, each company has its own competitive advantage; GoPay has strong relationship between users, OVO has a lot of audience among others, and LinkAja has the most engaged audience which make the information spread faster. These are insightful for companies to evaluate their CRM performance.
