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Journal : Jurnal Teknik Informatika (JUTIF)

SENTIMENT ANALYSIS OF CUSTOMER SATISFACTION IN GOJEK AND GRAB APPLICATION REVIEWS USING THE NAIVE BAYES ALGORITHM Ananda, Ridha Faiz; Syahri, Alfi; Hasan, Firman Noor
Jurnal Teknik Informatika (Jutif) Vol. 5 No. 1 (2024): JUTIF Volume 5, Number 1, February 2024
Publisher : Informatika, Universitas Jenderal Soedirman

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52436/1.jutif.2024.5.1.1680

Abstract

Online motorcycle taxis are a widely favored mode of public transportation in Indonesia. There are several companies providing online motorcycle taxi services in Indonesia, with Gojek and Grab dominating the market. In this rapidly digitizing era, social media has become a platform for Indonesian citizens to express their evaluations and opinions. One common platform used by users to express their evaluations is the Google Play Store, where users can provide ratings and opinions on the applications they use, including users of Gojek and Grab applications.This research aims to understand and analyze the sentiments of the public towards the two dominant giants in the online motorcycle taxi market in Indonesia based on review data from the Google Play Store using the Naive Bayes algorithm. The data used consists of user reviews from May 14, 2023, to July 26, 2023, totaling 300 data points for each application. This data will undergo pre-processing to remove irrelevant elements. The Naive Bayes algorithm is used to classify the existing sentiments into two classes: positive and negative.The results of this research conclude that Gojek users give positive reviews at 49% and negative reviews at 51%, which include praises for the drivers and services provided by the company, complaints about the heaviness of the application, and some disruptions in the Gopay payment method. Meanwhile, Grab users give positive reviews at 67% and negative reviews at 33%, which include customer satisfaction with attractive promos, complaints about the heaviness of the application after the latest update, and the high cost of Grabexpress and Grabfood services.
Co-Authors A. Abdullah, Nasruddin Abu Bakar Akbar, Dian Rahmadin Alma Dinisa, Atsir Amalia Harmin Ananda, Ridha Faiz Angraini Angraini Ardiansah, Ardiansah Arista, Meli Nor Aruan, Iren Angelia Azahar, Ridho Bagio Kadaryanto, Bagio Damayanti, Elvi Kurnia Desi Susilawati, Desi Dorman, Johanes Eban B. Dua, Yohana Hendrika Dwisari, Pulung Effendi, Intan Indriani Effi, Maria Carmelinda Olgita Atu Eti Rahmawati Fahrudin, Panggih Fazri Amir Febi Nur Salisah Fiki Muhammad Ridho Firman Noor Hasan Fitria, Mawaddah Gurusinga, Mona Fitri Hakim Zulkarnain Hamdani Umar Harahap, Muhammad Riduan Harigustian, Yayang Hasymi, Yusran Hayati, Erlina Ika Yuni Widyawati Indah, Nurliyah Irawati, Fitri Ismail, Fachril Joni Haryanto Jujuk Proboningsih, Jujuk Krisna Rendi Awalludin M. Afdal Maria Hermita Manik Marina, Navy Sealsi Adinda Prisca Marlina, Siti - Megawati - Megawati Sinambela Mhd. Basri Muhammad Nur Murdiyanti, Dewi Muttakin, Fitriani Nasution, Mutiara Puteri, Amanda Selvia Putra, Komang Ardidhana Nugraha Putri Nabila, Yulisa Qothrunnadaa, Azka Rosaulina, Meta Rotua Sumihar Sitorus Sari, Purwanti Sari, Purwanti Nurfita Sitepu, Stefani Anastasia Siti Marlina Siti Marlina, Siti Soares, Domingos Sriyono Sriyono Sudarmaji, Wikan Purwihantoro Syachputra, Andika Julyanto Tabik, Albertina Dete Tadi, Tadi Tinambunan, Tedty Tintin Sukartini Sukartini, Tintin Sukartini Tisel, Yulmira Maria Ujang Sumarwan Ulfah, Kamailiya Viliana, Chornelia Dina Wahyuni, Erna Dwi Widya, Fadhilah Aliyyah Ximenes, Herminia dos Santos Yourisna Pasambo Yulis Setiya Dewi Zamroni, Asroful Hulam