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All Journal Kharisma Tech
Kusmiarto
Politeknik Agraria STPN
Computer Science & IT Engineering

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SENTIMENT ANALYSIS OF USER REVIEWS OF THE SENTUH TANAHKU APPLICATION Kusmiarto; Wahyuni Wahyuni
KHARISMA Tech Vol 21 No 2 (2026): KHARISMATech Journal
Publisher : STMIK KHARISMA Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55645/kharismatech.v21i2.735

Abstract

Sentuh Tanahku is one of the digital land information service instruments initiated by the Ministry of Agrarian Affairs and Spatial Planning/National Land Agency in 2017. Since its launch, the application has been downloaded more than one million times and has received approximately 47,000 user ratings on the Google Play Store. This study examined 19,927 Google Play Store reviews from September 21, 2017 to May 13, 2026 to identify sentiment patterns, classification model performance, and the service aspects that most frequently influenced user evaluations. The analysis involved text preprocessing, rating-based labeling, sentiment lexicon analysis, TF-IDF representation, Multinomial Naive Bayes, Linear Support Vector Machine, and service-aspect mapping. The results showed a polarized rating pattern. Five-star reviews accounted for 57.93%, while one-star reviews reached 23.97%, with an average rating of 3.70. Lexicon analysis identified 9,605 positive reviews, 6,537 negative reviews, and 3,785 neutral reviews. Linear SVM produced the best macro F1-score of 62.29%. The most prominent complaints concerned account authentication, application performance, and the connectivity between land certificates and parcel data. These findings indicate that the quality of land service applications depends on technical stability, clear verification flows, and service data readiness.
Co-Authors Wahyuni Wahyuni