Public Sentiment Analysis on the Implementation of QRIS TAP Using Brand24

Abstract

This study aims to analyze public sentiment towards the implementation of QRIS TAP in the digital space using the Brand24 tool. The study uses a descriptive qualitative approach with a netnography method. Data collection was conducted non-participatively through Brand24, with data sources coming from X, TikTok, blogs, videos, and news portals during the period from September 20, 2025, to February 20, 2026. Data was obtained through keyword searches related to QRIS TAP and analyzed by interpreting data visualizations that included positive and negative sentiments, number of mentions, and reach. The results of the study show that public sentiment tends to be dominated by negative sentiment caused by technical constraints, such as tap process failures and system synchronization issues, although positive sentiment also arises related to the ease and speed of transactions. Analysis of mentions and reach shows fluctuations in the level of public attention with spikes in certain periods influenced by events and news in the digital space. These findings confirm that the success of QRIS TAP implementation is not only determined by technological innovation, but also by operational stability and effective public communication. Therefore, stakeholders, including Bank Indonesia, need to strengthen the system and develop more responsive communication strategies to increase public trust and acceptance.