Analisis Sentimen Pengguna Gojek Berdasarkan Ulasan pada App Store dengan Metode KNN, Naive Bayes, dan SVM
Arif Kurnia(1*); harlinda harlinda(2); Herdianti Darwis(3);
(1) Universitas Muslim Indonesia
(2) Universitas Muslim Indonesia
(3) Universitas Muslim Indonesia
(*) Corresponding Author
AbstractGojek adalah aplikasi layanan on-demand yang telah menjadi salah satu platform terbesar di Asia Tenggara dengan jutaan pengguna aktif dan 5 juta ulasan di App Store. Ulasan ini menjadi sumber informasi penting untuk mengevaluasi dan meningkatkan layanan. Penelitian ini bertujuan untuk menganalisis sentimen ulasan pengguna Gojek dengan mengelompokkan ulasan menjadi lima kelas sentimen: "Sangat Puas", "Puas", "Cukup", "Buruk", dan "Sangat Buruk". Metode yang digunakan meliputi K-Nearest Neighbors (KNN), Naive Bayes, dan Support Vector Machine (SVM). Setelah melakukan text preprocessing, ketiga metode tersebut dievaluasi berdasarkan accuracy, precision, recall, dan F1-score. Hasil penelitian menunjukkan bahwa model SVM dengan kernel Linear mencapai akurasi tertinggi sebesar 79.00%, diikuti kernel RBF dengan precision tertinggi sebesar 83.85%. Model Naive Bayes menunjukkan performa cukup baik dengan akurasi 78.00%, sementara KNN memiliki akurasi terendah sebesar 69.25%. Berdasarkan hasil ini, SVM, khususnya dengan kernel Linear dan RBF, terbukti menjadi metode paling efektif dalam menganalisis sentimen pengguna Gojek, memberikan wawasan yang lebih akurat untuk perbaikan layanan
KeywordsSentiment Analysis; SVM; Naive Bayes; K-Nearest Neighbors; Gojek
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