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Purwadi
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Religion Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Other

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Journal : Journal of Information Systems and Informatics

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A Hybrid Feature-Enriched IndoBERT Framework for Sentiment Analysis of Ride-Hailing Service Reviews in Indonesia Triawan, Puas; Tahyudin, Imam; Purwadi
Journal of Information System and Informatics Vol 8 No 2 (2026): April
Publisher : Asosiasi Doktor Sistem Informasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63158/journalisi.v8i2.1587

Abstract

This study examines sentiment classification for Indonesian ride-hailing user reviews, which often contain informal expressions, ambiguity, and strong contextual dependency. Existing studies commonly rely on either traditional machine learning or transformer-based models, while limited attention has been given to integrating heterogeneous feature representations. To address this gap, this study proposes a feature-level hybrid integration strategy combining TF-IDF and IndoBERT embeddings. This approach enables the model to capture statistical term importance and contextual semantic meaning within a unified representation. A quantitative experimental design was applied to approximately 20,000 reviews collected from Gojek, Grab, and Maxim. Sentiment labels were generated through rating-based mapping and manually validated for consistency. The dataset, which was relatively balanced across positive, neutral, and negative classes, was divided into training and testing sets using an 80:20 split. Model performance was evaluated on the test set using accuracy, precision, recall, and F1-score. The proposed hybrid model achieved the highest accuracy of 93.5%, outperforming IndoBERT (91.8%) and traditional machine learning models (78.4%–87.6%). The results show that feature-level integration improves sentiment classification performance, although neutral sentiment remains challenging due to contextual ambiguity.
Co-Authors Aan Budi Santoso Abdillah, Zulfahnur Abi Abdul Halik Abdurrahman, Zakaria Husein Adam Hidayah Adi Suhendra, Adi Afendy Widayat Ahmad Jamaludin Alfandi, Ricky Alfito Widiansyah Angela Nitia Nefasa Anggi Pangestu Anggraini, Adinda Arifin, Moch Arujisaputra, Erwin Teguh Augst Nurandini Aulia Suryaning Tyas Baharuddin, Rismayada Bakti Wisnu Widjajani Bowo Woesono, Hastanto Boy, Ahmad Budi Prasetyo, Aris Catur Wibowo Budi Santoso, Catur Wibowo Budi Dana, Wahyu Seka Dedi Setiawan Devri Suherdi, Devri Dewi, Mutiara Indah Nirmala Dicky Nofriansyah Dimas Deworo Puruhito, Dimas Deworo Dinna Hadi Sholikah Elfitriani Eudia Christina Wulandari evan saputra, evan Fadhilah, Nurul Aini Fani Ardiani Faridah, Ayumi Firmansyah, Erick Gantara Tino Pasomba Ghassani, Rizqi Githa Noviana Gusnaeni Indah Pratiwi Hafizh Dzaky Ahya Gemilang Hariyanti, Dwi Prasetiyawati Diyah Hendra Jaya Hidayah, Rizka Iftika Miftahul Arzaqi Imam Radianto Anwar Setia Putra, Imam Radianto Anwar Setia Imam Tahyudin Intan Rahmawati Ismiasih Jojok Dwiridotjahjon jufri halim Jufri Halim Karti Rahayu Kusumaningsih Kasimat, William Socrates Laksono Trisnantoro Lina Nur Afifah Lumban Gaol, Anggelina H M. Dimyati Huda Makhfud, Mukhamad Manoby, Worry Mambusy Mardhatilah, Dina Mawandha, Hangger Gahara Michael Muhammad Indika Fathiras Azhami Muhammad Syahril Muniroh Munawar Nia Irawati, Nia Nur Zaini, Nur Nurjanah, Danik Perdana Afif Luthfy Permana, Budi Prastowo, Galang Pungkas Subarkah Purnomo Edi Sasongko Putri, Refida Raditiyanto, Satria Ratih Anggraeni Ratna Wahyu Pusari . . Rini, Mei Risda Novita Sari Ritonga, Muhammad Al-fatih Rizki, Fiorentina Cahaya Rohmah, Nur Hanifatul Rosidah Sabarudin, Didin Santoso, Handri Setia Putra, Imam Radianto Anwar Shomsomi, Ma`dan Sigiro, Elyas Frankly Gregorius Siwi Istiana Dinarti, Siwi Istiana Solly Aryza SRI RAHAYU Suardi Yakub Subarkah, Khansa Falere Sugeng Wahyudiono Sugeng Wahyudiono, Sugeng Suhartati, Tatik Sutanto, Hari Prasetyo Tatik Suhartati Tini Apriani, Tini Triawan, Puas Triawan, Widhaksa Usti Fatimah Sari Sitorus Pane Wahid Akbar Basudani Wahyu Nanda Eka Saputra, Wahyu Nanda Eka Wahyu Riansah Wahyuni, Leni Wawan Priyanto, Wawan Yaarozatulo Harefa, Herman Yogi Saputra, Yogi Zhafira, Alya