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All Journal JISTECH: Journal of Information Science and Technology Jurnal Teknologi dan Manajemen Informatika JUSIFO : Jurnal Sistem Informasi INFORMAL: Informatics Journal JURNAL MEDIA INFORMATIKA BUDIDARMA JOURNAL OF APPLIED INFORMATICS AND COMPUTING Jurnal Teknologi Sistem Informasi dan Aplikasi JSiI (Jurnal Sistem Informasi) JURTEKSI JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika) JOISIE (Journal Of Information Systems And Informatics Engineering) Building of Informatics, Technology and Science G-Tech : Jurnal Teknologi Terapan JOURNAL OF INFORMATION SYSTEM RESEARCH (JOSH) Aiti: Jurnal Teknologi Informasi Jurasik (Jurnal Riset Sistem Informasi dan Teknik Informatika) Jurnal Pendidikan dan Teknologi Indonesia International Journal Software Engineering and Computer Science (IJSECS) The Indonesian Journal of Computer Science
Sanglise, Marlinda
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Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Electrical & Electronics Engineering Energy Engineering

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Journal : Building of Informatics, Technology and Science

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Dissatisfaction of a Mobile-Based Application from Different Platforms Using Naïve Bayes for Sentiment Analysis and LDA for Topic Modelling Ohoilulin, Anastasya; Inan, Dedi I; Juita, Ratna; Sanglise, Marlinda
Building of Informatics, Technology and Science (BITS) Vol 6 No 2 (2024): September 2024
Publisher : Forum Kerjasama Pendidikan Tinggi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/bits.v6i2.5729

Abstract

A mobile application that is built and runs on different platforms, such as iOS (Apple App Store) and Android (Google Play Store), may not necessarily have the same user satisfaction (dissatisfaction) reviews understood by both user segments. This is due to, for example, the differences in the technology used, which ultimately result in different user behaviors. This can be observed from the average ratings on each platform, even though it is the same application. Therefore, this research aims to provide a foundation for the assumptions made. The case study used is the Satu Sehat mobile application, a widely utilized health service application. Text mining methods: sentiment analysis using Naive Bayes and topic modeling using Latent Dirichlet Allocation (LDA) were chosen due to their relevance to the research objectives. A total of 21,750 reviews from the Google Play Store and 7,350 reviews from the Apple App Store were collected using scraping techniques. The results showed that sentiment analysis model on negative sentiment in the Apple App Store excelled with a precision of 93%, recall of 93%, and F1-score of 95%, while in the Google Play Store it had a precision of 82%, recall of 87%, and F1-score of 85%. However, the performance of the positive sentiment model in the Apple App Store was very low, with a precision of 63%, recall of 33%, and F1-score of 43%, compared to the Google Play Store which had a precision of 78%, recall of 71%, and F1-score of 74%. This indicates that a higher level of dissatisfaction is observed in the Apple App Store compared to Android. These results are consistent with the average ratings of the application on both platforms. Topic modeling results, which presented 15 topics from each platform, showed similar common issues such as login, OTP verification, and data input errors on both platforms. However, reviews of the Satu Sehat running on the Apple tend to be more negative compared to the one of Android. Therefore, improving the application quality of the Apple platform is more expected to meet user expectations and enhancing the overall rating as in the Andrond one.
Co-Authors Alfredo, Boby Andi Saputra Anjani, Heni Artahsasta, Yosia Asri, Windi Fahmi Azizah, Putri W Baisa, Lorna Y Baisa, Lorna Yertas Christian Dwi Suhendra, Christian Dwi De Kweldju, Alex Dwi Pratiwi, Dinda Malika Dwi Suhendra, Christian Hakim, Ilham Luqman Heremba, Juleha Irianti I. Inan, Dedi Inan, Dedi I Inan, Dedi I. Inan, Dedi Iskandar Indra, Muhamad Indriawan, Muhammad Fikri Jubita, Jubita Julius P.P.Naibaho kala’lembang, Thesiana Kandami, Joshua Hans Lantang, Stefanie Stanly Mahulette, Tiara Yulesia Marini, Lion Ferdinan Marini, Lion Ferdinand Masturah, Emil Mombay, Abdul Malik Naibaho, Julius P.P. Naibaho, Julius Panda Putra Nofianti, Arin Nur Afifa, Ifa Ohoilulin, Anastasya Parma Hadi Rantelinggi Pilihantra, Ragil Rachmayani, Listia Ratna Juita Rumbarar, Natalia Christi Rumkabu, Sara Nelince Sahetapi, Merlyn Florensia Saputra, Helmi sawaki, gladys sawaki Setiawati, Putri Eka Syahriza, Alfi Toto, Irwan Moses Ubaydillah, Ubaydillah viradila aji, Resi delia Wahyu Akbar Wardania, Ivana Wurahrah, Rully Novie Y. Baisa, Lorna Yang, Ester Deborah