Review analysis of islamic donation mobile applications: A study using netnographic methods

Abstract

Technology development in this digital era facilitates all human activities. Likewise, the management of alms is mandatory because it is considered more practical. This study aims to identify and obtain qualitative insights into the satisfaction and dissatisfaction felt by users toward the application through reviews left using Netnographic Research Methods. This study took data from Google Play Store by collecting 854 reviews from 11 applications with specific criteria. The data collected were analyzed through grounded theory. From the analyzed data, positive reviews were obtained, with a percentage of 61% of users feeling satisfied, facilitated and considered valuable. While negative reviews, with a percentage of 10%, highlight system errors and slow responses. In general, these applications can cover all aspects of making ZIS payments. This study recommends ZIS application developers in the future pay attention to the smoothness and speed of the application system. In addition, it is recommended for application management to focus on making improvements to the system or its features. Future studies do not need to focus too much on analyzing zakat online. However, they are expected to more broadly analyze other Islamic donations to produce more extensive and complex research.