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MARIFANI FITRI ARISA
Universitas Negeri Yogyakarta
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Journal : Building of Informatics, Technology and Science

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Sentiment Analysis of the Matahari Application to Provide User Experience Insights using Support Vector Machine Rizal, Moch Arif Samsul; Vitianingsih, Anik Vega; Zangana, Hewa Majeed; Maukar, Anastasia Lidya; Marisa, Fitri
Building of Informatics, Technology and Science (BITS) Vol 7 No 3 (2025): December 2025
Publisher : Forum Kerjasama Pendidikan Tinggi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/bits.v7i3.8811

Abstract

The expansion of Indonesia's digital commerce ecosystem has pushed retail companies to strengthen the quality of their online services to remain competitive. Matahari, one of the country's leading retail brands, launched its mobile app as a platform for shopping, promotions, and customer interaction. However, user feedback on the Google Play Store indicates persistent problems with system responsiveness, ease of use, and the consistency of promotional information. This study examines sentiment patterns in 2,500 user reviews and classifies them using a Support Vector Machine (SVM) based model that incorporates three kernel types: Linear, RBF, and Polynomial. Before modelling, the text corpus underwent several pre-processing steps—such as tokenization, stopword filtering, and stemming represented numerically using TF-IDF weighting. Among all tested configurations, the Linear kernel produced the strongest results, achieving an accuracy rate of 88%. Despite a moderate distribution across categories (1030 negative, 886 neutral, and 584 positive), the model achieved consistent performance across all classes. Evaluation using Precision, Recall, and F1-Score confirmed the validity of the 88% accuracy without the need for additional sampling techniques. From a scholarly standpoint, this research adds insight into sentiment analysis for retail applications within the Indonesian context by applying a machine-learning approach. In practice, the outcomes highlight areas for improvement, particularly technical stability, the intuitiveness of user flows, and promotional clarity to support a better overall user experience.
Co-Authors Addian Nur Rijal Agustinus Noertjahyana Ahmad, Sharifah Sakinah Syed Akbar, Ismail Ali muhajir, Ali Alifia Nandira Maharani Anastasia Lidya Maukar Andy Hardianto Anik Vega Vitianingsih Anjani, Sofia Puspa Araujo, Aprilio Demetrius De Arie Restu Wardhani Arisanti, Diah Aviv Yuniar Rahman Badrussalam, Nanda Baehaqi Bagas Imadani Putra, Alif Bambang Amir Alhakim Bura, Audyel Umbu Chatarina Umbul Wahyuni Christine Ulina Tarigan Conteh, Alusine Dahlia Denny Bernardus Dewa Oka Suparwata Dini Kristianti, Dini Domingos Sinorio de Araujo, Domingos Dwi Fita Heriyawati Dwi Purnomo Efendi, Dedi Usman Elok Novita Fahmi, Muchammad Alvi Nur Fatmawati, Amelia Firman Hidayat Firman Nurdiyansyah Firman Nurdiyansyah, Firman Hajar Mukaromah Handajani, Endah Tri Esti Handini, Mia Hardiyanto, Andy Haryanto, Kurniawan Wahyu Ika Pranita Siregar Imran, Hamzah Al Indah Dwi Mumpuni Indra Dharma Wijaya, Indra Dharma Istiadi jauhar, afif Judijanto, Loso Khamaludin, Khamaludin KRISTIAWAN KRISTIAWAN Kushariyadi Kushariyadi Ladopurab, Bartolomeus Wadan Larasati, Isbalaikana Luruk, Maria Ovalia Mahmudin Mahmudin, Mahmudin Mardiana Andarwati Margaret Stevani Marilaeta Nurak, Yulita Maukar, Anastasia Maukar, Anastasia L Maukar, Anastasya Lidya Mausa Agrevinna Meidy Diliana Agustin Nahak, Redemtus Neno, Adi nisti, Melita Nova Ch. Mamuaya NURDIANSYAH, FIRMAN Nurfitri, Indah Karminia Pradana, Teguh Pramisela, Intan Yosa Pramudita, Atanasia Purnamasari, Putri Indah Puspitarini, Erri Wahyu Putra, Dimas Rossiawan Hendra Putra, Rangga Pahlevi Putri, Avira Maresa Putri, Chauliyah Fatma Putri, Jessica Ananda Rivaldiknas Gampar, Philipus Rizal, Moch Arif Samsul Rochmawati, Sofi Nur Rosario, Maria Madalena Do Rudy Joegijantoro, Rudy Salmanarrizqie, Ageng Sidi, Husri Slamet Riyadi, Slamet Riyadi Sofyan Rachma Danni, Muhammad Sufa, Siska Armawati Sufianto, Dani Suksmawati, Affi Nizar Uda, Tonich Ulfah Rahamawati, Ulya Un, Fransiskus Deni Wahyu Iriananda, Syahroni Warda Indadihayati Wardianto, Wardianto Wijaya, Indra Darma Yudi Kristyawan, Yudi Zangana, Hewa Majeed