Customer perceived value: a study based on customer perception on social media

Technology has changed customer preferences, such as cashless transactions. E-wallets like OVO have grown rapidly due to these tendencies. This Indonesian e-wallet promotes its services and lets users voice their perceptions on Instagram. This study measured customer perceived value (CPV) for OVO e-wallet service using PERVAL dimensions on the official Instagram accounts OVO (ovo id). Topic modelling-Latent Dirichlet Allocation (LDA) analyzes 10.054 customer perception rows from January to June 2021. OVO customer perception data showed nine Instagram topics. The OVO customer perception dataset included topic-related emotional, social, and quality values. This study may improve OVO's services.