Analisis Sentimen Ulasan Aplikasi Samsat Digital Nasional Pada Google Playstore Menggunakan Algoritma Naïve Bayes
DOI:
https://doi.org/10.30865/klik.v4i4.1738Keywords:
Samsat; Signal; Naïve Bayes; Rapidminer; Reviews; Data; Sentiment Analysis; Google PlaystoreAbstract
Digital transformation has become a major factor of change in various aspects of modern life, including business, education, and government. In the current era of digital transformation, the government is trying to improve efficiency and services to the community through the implementation of various technological innovations. The application of digital technology in public services is increasingly widespread, including in the administrative service sector such as the National Digital Samsat (SIGNAL) which allows people to make online vehicle tax payments through the SIGNAL application. User evaluations of this application can provide important insights for service providers. This research aims to analyze the sentiment of user reviews of the National Digital Samsat application on the Google Playstore platform using the Naïve Bayes algorithm. This method is used to classify user reviews into positive and negative sentiment categories. From 2000 reviews taken, 1,665 reviews were categorized as positive and 335 reviews as negative after manual labeling. Data preprocessing using RapidMiner includes cleaning, transform cases, tokenizing, stopword filter, token by length filter, and stemming. TF-IDF weighting is used to give weight to each word in the document. Evaluation of the Naïve Bayes model resulted in an accuracy of 63.61%, with 307 True Positives, 74 True Negatives, 26 False Positives, and 192 False Negatives. Precision was 92.19% and recall was 61.52%. The overall analysis shows that user reviews tend to be more positive towards the SIGNAL app, although there are some negative reviews. This conclusion gives an idea of users' positive perception of the app
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