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Anastasia Lidya Maukar
Universitas Presiden
Humanities Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mathematics Mechanical Engineering Social Sciences Transportation Other

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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 Abdul Rezha Efrat Najaf Achmad Aziz Wahdana Achmad Choiron Adi Saptari Agus Sasmito Agustinus Noertjahyana Ahmad Yanu Rokhim Ana Wati, Seftin Fitri Anang Aris Widodo Andira Andira Andira Andira Andira Andira Andira Taslim Andira, Andira ANGGI FIRMANSYAH Anik Vega Vitianingsih Anik Vega Vitianingsih Anik Vega Vitianingsih Anik Vega Vitianingsih Anik Yuesti Apri Junaidi, Apri Arie Restu Wardhani Arrosyadi, Laesa Qotrun Nada Arthur Silitonga Athina Sakina Ratum Avania Shinta Ayomi, Jose Mario Aziiza, Arizia Aulia Azzahra, Morra Fatya Gisna Nourielda Bella Chelsea Berliana Burhan Primanintyo Cahyono, Cahyono Kaelan Cakranegara, Pandu Adi Carolena Setephany Christian Setiadi Ciswondo Ciswondo Dewa Anggara Kesuma Dian Retno Sari Dewi DWI CAHYONO Fauzan, Rizky Fauzi, Ariq Ammar Fawaidul Badri Firmansyah, Deden Fitri Marisa Fitri Marisa Fitri Marisa Fitri Marissa Fitri, Anindo Saka Gita Indah Marthasari Gunawan Hamidan, Rusdi Handini, Mia Hanum, Dinda Latifah Haryanto, Kurniawan Wahyu Hashim, Ummi Rabah Helmi Indra Purnomo Hermansyah, David Herwan Yusmira Hikmawati, Nina Kurnia Husri Sidi Ineu Widaningsig Sosodoro Ineu Widaningsih Ineu Widaningsih Sosodoro Ineu Widaningsih Sosodoro Ineu Widaningsih Sosodoro, Ineu Widaningsih Intan Puspita Pribadi Intan Yosa Pramisela Jack Febrian Rusdi Jazid Rizkon Jean Hillary P Korua Jenifer Cafriaty Johan Krisnanto Runtuk Johan Runtuk Julius Mulyono Kamalrudin, Massila Kresna Arief Nugraha Krismantoro, Putu Gede Ari KRISTIAWAN KRISTIAWAN Luqman Hakim Mardiana Andarwati MARIFANI FITRI ARISA Mashudi Mashudi Maulidiana, Putri Dwi Rahayu Maurits Walalayo Mieke Wijayanti Minggow, Lingua Franca Septha Mochammad Syaiful Riza Mohamad Toha Mohd Syaiful Rizal Mucalinda Rupasari Mucalinda Rupasari Muhammad Afra Irwansyah Muzaki, Mochammad Rizki Niken Titi Pratitis Nurhaba Djiha Octa Wendy Tanurahardja Oktafamero, Yomara Oktavia Sunny Pamudi Pamudi, Pamudi Pangestu, Resza Adistya Pramisela, Intan Yosa Pramudita, Atanasia Pramudita, Krisna Eka Puspitarini*, Erri Wahyu Puspitarini, Erri Wahyu Putri, Jessica Ananda Putri, Natasya Kurnia Rachmad Ary Ramadhan Rahardiyanto, Panca Ramadhan, Rachmad Ary Rendy - Rhiza Adiprabowo Rhiza Adiprabowo, Rhiza Richki Hardi Rijal, Khaidar Ahsanur Rivaldo Tito Lamberto Da Silva Rizal, Moch Arif Samsul Rusdi Hamidan Rusdi, Jack Febrian Salmanarrizqie, Ageng Seftin Fitri Ana Wati Shofa Ramadhina Sigit Sigalayan Siti Hajar Binti Mohtar Slamet . Slamet Kacung, Slamet Slamet Riyadi, Slamet Riyadi Stefanus Setiady SUMARDI Susilo, Yunus Sutrisno Sutrisno Syahroni Wahyu Iriananda, Syahroni Wahyu Tantyo Edo Wicaksana TEGUH ARIFIANTO, TEGUH Tjatursari Widiartin Tubagus Mohammad Akhriza Uda, Tonich Ullum, Choirul Voni Anggraeni Suwito Putri Wati, Seftin Fiti Ana Wati, Seftin Fitri Ana Widiya Nur Permata Wijiono, Aditya Kusuma Yana Hendriana Yasin, Verdi Yoyon Arie Budi Suprio Yudi Kristyawan, Yudi Yunus Susilo Yustian Zandroto, Yosefin Yuniati Zangana, Hewa Majeed