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Journal : Indonesian Journal of Innovation Studies

Sentiment Analysis of Zalora Products on Google Play Store Using Random Forest Method: Analisis Sentimen terhadap Produk Zalora di Google Play Store Menggunakan Metode Random Forest Cendikiawan, Rizky Saputra; Ibrahim, Ali; Afrina, Mira; Kurnia, Rizka Dhini 
Indonesian Journal of Innovation Studies Vol. 26 No. 3 (2025): July
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/ijins.v26i3.1401

Abstract

General Background: The rapid growth of e-commerce platforms has intensified the need to understand consumer sentiment to improve service quality and competitiveness. Specific Background: ZALORA, as a leading online fashion retailer in Southeast Asia, has accumulated vast user-generated feedback, particularly on platforms like the Google Play Store. Knowledge Gap: Despite the availability of such data, limited studies have analyzed consumer sentiment using machine learning methods specifically tailored to ZALORA’s mobile platform. Aims: This study aims to examine consumer sentiment toward ZALORA products and assess the effectiveness of the Random Forest algorithm in classifying sentiment. Results: Utilizing a quantitative approach, 1,200 user reviews were analyzed, with 63.5% expressing positive sentiment. Word cloud visualization supported this finding, revealing frequently mentioned terms such as “product,” “goods,” and “shopping.” The Random Forest model achieved an accuracy of 80%, with precision, recall, and F1-score values for positive sentiment all exceeding 0.80. Novelty: This research integrates TF-IDF-based preprocessing with Random Forest classification to enhance sentiment analysis performance specifically for mobile commerce reviews. Implications: The findings highlight the potential of machine learning in extracting actionable insights from user reviews, offering practical implications for improving customer experience and guiding strategic development in digital retail platforms. Highlights:   High accuracy (80%) achieved using Random Forest for sentiment classification. TF-IDF preprocessing significantly improved model performance. Word cloud analysis revealed key satisfaction indicators from users. Keywords: Sentiment Analysis, Random Forest Method, Zalora Consumers 
Co-Authors . Apriansyah A Wendi Saputra AA Sudharmawan, AA Adriani, Nadia Saphira Afif, Hasnan Agil Furgaan Ahmad Fali Oklilas Ahmad Fali Oklilas Ahmad Fali Oklilas Ahmad Fali Oklilas Ahmad Fali Oklilas Ahmad Hiera Maldanop Ahmad Rifai Ahmad Rifai Akbar Adiprama, Faris Akbar Kurniawan, Iqbal Al Farissi Albani, Muhammad Syarief Albert Amadeus Valentino Albukhori, M Rafli Alfitrah, Intan Aidita Ali Usman, Ali Alif Mustaqim Alisia Silver Stone Allsela Meiriza, Allsela Altahir, Ali Abdul Razzaq Alzaini, Akbar Amanda Ardhani, Dhita Amatullah, Shabrina Amerza, Rezki Anadia, Qothrunnada Wafi Ananda, Dea Tri Andini Bahri, Cheisya Anggraini, Nadya Angie Silvanda Herman Anindya Putri, Salsa Annas Apreja Anne Trimaysella Annisa Turrahma Aqil Zidane, Muhammad Arafah, Siti Nur Ardhillah, Onky Ari Wedhasmara Arsita, Resi Aryo De Wibowo Aslamiah, Iziah Astri Carolina Attika Putri, Shopi Audya, Meitiana Ayu Triana Ayuningtiyas, Pratiwi Azmi Zaky, Muhammad Barata, Gusti Basulina, Nur Annisa Bayu Wijaya Putra Beriadi Agung Nur Rezqeb Cahya Aulia, Syifa Cendikiawan, Rizky Saputra Clark Peter Wijaya, Adley Damayanti, Risma Dea Tri Ananda Dedi Ramadhan Dedy Kurniawan Defiani, Nanda Dela Arum, Hestiana Delima, Rizki Della Audita Dessy yanti suryana Devi Indra Meytri Dhini Kurnia, Rizka Dicha Pratiwi Duffin Dwi Rosa Indah Dytha Ananda Widhiarso Edhar, Zeter Eka Afrianti Eka Darmayanti Simanullang Eka Lusyanti Marpaung Elisa, Felia Sonya Elsya Moriesta Endang Lestari Endang Lestari Ruskan Epriyanti, Nadia Erma Novita Satyariza Ermatita Ermatita - Ermatita Ermatita Fachrozi, Muhammad Al Fachry, Muammar Fadilah Nur Imani Fathoni Fathoni - Fathoni Fathoni Fathoni, Fathoni Fatihaturrahmah, Aisyah Fatmayanis, Kiki Febriando Tambunan Felicia, Yohana Fernando, Jose Fitriani, Lesa Fraternesi Fraternesi Furgaan, Agil Gultom, Gina Destia Gumay, Naretha Kawadha Pasema Gumay, Naretha Kawadha Pasemah Gusti Barata Gusti Barata Gustiani, Sindy Gustin Saputri Hadiansyah Ma'sum Hafiiz Kresna Prasetya Haidar Afif Mufid, Muhammad Handayani Putri Wardanny Hanggara, Bryan Hardini Novianti Hardini Novianti Hariza Marshella, Siti Hasbiallah, Muhammad Jidan Hasibuan, Nurharisyah Hedi Yunus Hedi Yunus Heliza Rahmania Hatta Hijriani, Nurul Husaini Husaini Hyoga Hara Kusuma Ifan Setiawan Ikhda Uswatun Khasanah Ikhwan Najatafani, Bintang Iman Saladin B. Azhar Imani, Fadilah Nur Iredho Fani Reza Iredho Fani Reza Irwansyah, Aziiz Islamiansyah, Wira Ispahan, Tarisha Jiwany, Larasathi Jodi Pratama, Muhammad Karisa Anjani Fakhri Ken Ditha Tania Khailani, Kgs M Luthfi Khairani, Annisa Khairun Nisak, Novrinda Khalisatifa, Aida Khasanah, Ikhda Uswatun Khoiriyah Harahap, Dayana Khoirunnisa, Ananda Kodri, Lay Krisnando Nathanael, Garcia Kurnia, Rizka Dhini  Kurniawati, Junia kusmiarti, reni Kusuma, Aisha Nuraini Lay Kodri Leonardi, Veronica Hertensia Lina Oktarina Lucky Hermanto, Muhammad Lukmanul Hakim M Andika Saputra M. Rudi Sanjaya Madyus Randikai Maldanop, Ahmad Hiera mansyur abdul hamid Maretta, Aulia Pinkan Mariska, Inneke Via Marjusalinah, Anna D. Maulindah, Rafika Maya Mardiana Meitiana Audya Meizalina, Mutiara Amalia Mgs Afriyan Firdaus Michelle Liu Miftahul Falah Miftahul Jannah Mila astuti Mira Afrina Monita, Tisa Muammar Fachry Muhammad Hidayat Mauluddin Muhammad Rayhan Novello Musdiono - Naberi Oktaria Nabila Hidayati Nachwa, Syakillah Nadia Saphira Adriani Nadya Angelia Najwa Widasari, Yesya Nanda Defiani Napian, St Dhiah Raniah Nashiroh Ramadhani, Muthia Naufaldihanif, Rihan Ningsih, Rafika Octaria Nintyas, Vanda Ayu Nugrahani, Henny Saptatia Drajati Nur'Aini, Risma Nurhidayati, Yossi Nurseptiani, Alya Nurul Hijriani Nurullah Marina Kelana Okllilas, Ahmad Fali Olivia, Fanny Onkky Alexander Opi Hernayanti Pacu Putra Pakpahan, Jonathan Pradia Paramita Prasetia, Dika Prasetia Pratama, Muhammad Ramadhan Putra pratikto aditia wiguna Purwita dari Purwita Sari Purwita Sari, Purwita Putri Casanova, Musdalifa Putri Eka Sevtiyuni Putri Eka Sevtiyuni Putri, Amelia Rizki Rachmi Muti'ah Fadillah Rafif Nopyefa Rahmadini, Vira Putri Rahman, Abdul Ariga Rahmat Izwan Heroza Rahmat Izwan Heroza Raihana Putri, Naila Ramadhan, Dedi Ramadhan, Fitrah Ramadhani Maulizidan, Muammar Randikai, Madyus Ratih Dewi Sari Resi resi Rezqe, Beriadi Agung Nur Ricy Firnando Rielisa Putri, Adetya Rika Septiana Risma Damayanti Risyahputri, Aliyananda Ritonga, Torkis Rizka Dhini Kurnia Rizka Dhini Kurnia Rizka Dhini Kurnia Rizka Dhini Kurnia Rizka Mumtaz, Fadia Rizkyllah, Anabel Fiorenza Rofiqul Rahman Ramadhan Rositiani, Ely Ruki, Taufik Rahman Rusdi Efendi Sabila, Amalia Sadjijo, Priyono Salsabila, Lulu Samsuryasi, Samsuryasi Sanjaya, M. Rudi Saputra, Marco Saputra, Yopis Sari, Ratih Dewi Sartika Sartika Sartika Sartika Sasmita, Ruth Mei Satria Alva Ardana Satyariza, Erma Novita Savero, Muhammad Juan Selviani Selviani Seprina, Iin Septiani Aulia Putri Setiawan, Ifan Sevtiyuni, Putri Eka Shabrina Amatullah Shifa Maharani, Wardah Siregar, Richi Nauli Juniarto Siti Raisah Adilah Sitorus, Herdiyanti Ratiningsih Situmorang, Ruth Christin Aprilia Sofita, Yunia Ruwanna St Dhiah Raniah Napian Suci Amalia Sulaiman , Ahmad Riski Supaidi, Ahmad Syafitri, Hidayah Syahputra, M Fathan Aqilah Tanti Hidayah Tasya Permata Listi Tea Anggelah Theresia Pardede, Eva Therina Lakeisyah, Eka Thuraya, Zafira Tio Suhada Tisa Monita Tri Zafira, Zahra Turrahma, Annisa Umi Pertiwi Vanda Ayu Nintyas Vinolia Vinolia Viola Alfheny Widhiarso, Dytha Ananda Winny Dea Monica Wirnanti, Rintan Wiwit Widhya Yadi Utama Yadi Utama Yadi Utama Yadi Utama Yadi Utama Yadi Utama Yelli Nur Alinda Yeremia Wiratama Yona Saymona Yopis Saputra Yossi Nurhidayati Yudha Pratomo Yunia Ruwanna Sofita Yunita Faujiyah Yunus, Hedi Yunus, Hedi Yusmaniarti Zahirah, Nabilah Zahran, Ahmad Hafizh Zaini, Akbar Al Zefta Adetya Zhafiri, Muhammad Farisan Zufiyardi Zufiyardi Zulfadhli Syarif Zurfi, Ahmed