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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 : Journal of Information Systems and Informatics

 1 
Sentiment Analysis of User Reviews for the PLN Mobile Application Using Naïve Bayes and Long Short-Term Memory Ayomi, Jose Mario; Vitianingsih, Anik Vega; Kristyawan, Yudi; Maukar, Anastasia Lidya; Widiartin, Tjatursari
Journal of Information System and Informatics Vol 7 No 4 (2025): December
Publisher : Asosiasi Doktor Sistem Informasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63158/journalisi.v7i4.1342

Abstract

This study explores large-scale sentiment analysis of user reviews for the PLN Mobile application to better understand public perception and provide quantitative insights for improving digital electricity services in Indonesia. Addressing the lack of benchmarks for Indonesian public-service apps—where prior studies rely on smaller datasets and traditional machine learning—this research positions sentiment analysis as a tool for continuous user experience monitoring. A total of 50,000 Indonesian-language reviews from Google Play were collected and pre-processed using cleaning, case folding, tokenization, stopword removal, normalization, and stemming. Sentiments (positive, neutral, negative) were assigned using a domain-specific Indonesian sentiment lexicon, yielding approximately 40% positive, 35% neutral, and 25% negative labels. Two models were applied: Multinomial Naïve Bayes using TF-IDF features and a Long Short-Term Memory (LSTM) model with 100-dimensional word embeddings and a 128-unit LSTM layer. Naïve Bayes achieved 70.89% accuracy (F1-score: 0.6964), while LSTM outperformed it with 98.02% accuracy (F1-score: 0.9800). These results highlight the superiority of deep learning in sentiment monitoring and offer a scalable framework to help PLN and policymakers enhance digital public service delivery.
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 Efendi, Kacung 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 Kacung Hariyono Kamalrudin, Massila Kresna Arief Nugraha Krismantoro, Putu Gede Ari KRISTIAWAN KRISTIAWAN Luqman Hakim Ma'rifani Fitri Arisa Mardiana Andarwati 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 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