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Journal : multinetics

Analisis Sentimen Pengguna E-Wallet GOPAY, OVO, dan DANA Menggunakan Algoritma Random Forest Mardiana Purwaningsih; Andika; Rehan RamadhanSyah; Alrafiful Rahman
MULTINETICS Vol. 12 No. 1 (2026): MULTINETICS Mei (2026)
Publisher : POLITEKNIK NEGERI JAKARTA

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Abstract

Abstract - The development of digital payment systems in Indonesia has accelerated significantly with the introduction of the Quick Response Code Indonesian Standard (QRIS), which enables cashless transactions across various digital wallet platforms. GoPay, OVO, and DANA are three popular digital wallet applications that support payments using QRIS. This study aims to analyze and compare the use of the QRIS feature in these three applications based on user reviews on the Google Play Store. The method used is sentiment analysis employing the Random Forest algorithm, utilizing a total of 25,000 reviews proportionally collected from each application. The analysis process includes text cleaning, tokenization, stopword removal, stemming, and sentiment classification into positive, negative, and neutral categories. The results of the study show that GoPay has the highest percentage of positive reviews related to QRIS at 70%, followed by DANA at 65%, and OVO at 50%. Furthermore, GoPay also recorded the highest volume of QRIS-related reviews compared to the other two applications. Based on these findings, it can be concluded that GoPay is the most widely used and appreciated application in the context of QRIS-based transactions. This study may serve as a reference for application developers in enhancing digital payment services in Indonesia.
Co-Authors Aditya Ramadhan Agil Murtadlo Agil Yahya Alam, Sahrul Ali Alrafiful Rahman Ana Sofia Aryati Anggraini, Kesi Anisa Purnamasari Anisah, Tiara Nur Ansor Putra Ardiansyah, Andri Arham Arief Darmawan Arman Arman Arrafiq, Ahmad Asrul Br Surbakti, Junita Dalma, Siti Fatima Dany, Waode Mutiara Ariesta Davin Vandello Dwiyanthi Kusuma, Ellysha Elisabeth Winata Endarman Saputra Esther Praja Anggriany Panggabean Fauziah, Nor Hafid, Ridho Agni Hana Ni’matul Izzah Hasilun, Laode Ahmad Nurrabiul Awal Hidayat, Dzaky Hilda Porawati Hilman - Hilmawan Hudaidah Hudaidah I Ketut Mangku Idrus, Idham Irwansyah Ignatius Tarunay, Oliver Indini Indra Gumay Febryano Iryani, Lemi Ismatullah Aripin Iswandaru, Dian Jayawarsa, A.A. Ketut Joshi, Mahesh Chandra Kambali Khoerul Umam, Khoerul Kurahmadan, Hidayat Lunardi, Lidya M. Fadli Mahdayeni Mahdayeni yeni Mahfuza, Nurul Mardiana Purwaningsih MASLIKHAH Mega Fatimah Rosana Melli Agustiani Meor Johari, Meor Muhammed Afique Mochammad Yusuf Moh Ahsan S Mandra Mohammad Salman Muhamad Aslan Muhammad Diwanul Mujahidin Muhammad Irvan Nadia Nispa Nofriadi Norbertus Citra Irawan Novriyenni Nuhun, Ridwan Syah Nurfadillah Nurul OKTADINATA, ALEK Pardede, Akim Manaor Hara Putri Maharani Putri Maisarah, Marisa Putri, Junita Ahira Radityo Putro Handrito Rahma Rahmatika Layyinah Rahmawati Rahmawati Ramdani Rehan RamadhanSyah Risa Marta Yati Rizki Prastyo Rohminatin Salim, Marsya Siskamayanti Sandi Yudha Barri Zaqy Saputra, Dicky Jhonson Sari Yulis Sarmiyati Septiani, Nabila Siti Aisyah Sri Hidayanti Srirahayu, Annizha Gita Sugeng p Harianto Sulita, Indah Sunaniah Syaputri, Zelda Tampubolon, Nobel Kristian Tripandoyo Try Sugiyarto Soeparyanto Umilizah, Nia Violita Rizkiya Wijaya Vira Sasmita Wijaya, Tomy Yuha Ilaiya Zainarti