Analisis Sentimen Ulasan Pelanggan Menggunakan Algoritma Naive Bayes pada Aplikasi Gojek

Abstract

Transportation is a means that a person uses to move from one place to another. One mode of transportation that is popular among the public is online motorcycle taxis, such as Gojek. Gojek continues to innovate to meet customer needs more effectively, as well as expand the scope of its services. This research aims to identify the number of positive and negative sentiments in the user review dataset, evaluate the performance of the algorithm used, and measure the level of customer satisfaction with Gojek services. Analysis was carried out on 6,485 customer reviews, which resulted in 4,387 positive sentiments and 2,098 negative sentiments. The classification model used, namely Naive Bayes, shows an accuracy of 88.5%, precision of 88.1%, and recall of 89.0%. The results of this research indicate that the Naive Bayes method provides good performance in analyzing the sentiment of user reviews of Gojek services