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All Journal InfoTekJar : Jurnal Nasional Informatika dan Teknologi Jaringan JITK (Jurnal Ilmu Pengetahuan dan Komputer) Jurnal Teknovasi : Jurnal Teknik dan Inovasi Mesin Otomotif, Komputer, Industri dan Elektronika Zero : Jurnal Sains, Matematika, dan Terapan ALGORITMA : JURNAL ILMU KOMPUTER DAN INFORMATIKA JOURNAL OF SCIENCE AND SOCIAL RESEARCH JURNAL TEKNOLOGI DAN ILMU KOMPUTER PRIMA (JUTIKOMP) Ensiklopedia Education Review Jurnal Mantik Journal of Applied Engineering and Technological Science (JAETS) Jatilima : Jurnal Multimedia Dan Teknologi Informasi Journal of Computer System and Informatics (JoSYC) INFOKUM Jurnal Sistem Komputer dan Informatika (JSON) Brahmana : Jurnal Penerapan Kecerdasan Buatan Instal : Jurnal Komputer Jurnal Sains Teknologi dan Sistem Informasi Jurnal Info Sains : Informatika dan Sains Journal of Research in Social Science and Humanities International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Jurnal Minfo Polgan (JMP) pendidikan, science, teknologi, dan ekonomi Jurnal Sistem Informasi Triguna Dharma (JURSI TGD) Jurnal Nasional Teknologi Komputer Jurnal Komputer Teknologi Informasi Sistem Komputer (JUKTISI) Jurnal Hasil Pengabdian Masyarakat (JURIBMAS) Journal of Artificial Intelligence and Digital Business Indonesian Journal of Education And Computer Science Journal of Technology and Computer (JOTECHCOM) Jurnal Manajemen Informatika, Sistem Informasi dan Teknologi Komputer (JUMISTIK) International Journal of Industrial Innovation and Mechanical Engineering Jurnal Bisantara Informatika Proceedings of The International Conference on Computer Science, Engineering, Social Sciences, and Multidisciplinary Studies Jurnal Pengabdian Kepada Masyarakat Teknologi Informasi dan Komunikasi Jurnal Pengabdian Masyarakat Variasi Jurnal Publikasi Ilmu Komputer dan Multimedia
Muhammad Syahputra Novelan
Universitas Pembangunan Pancabudi
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Comparative Analysis of the Performance of K-Nearest Neighbor (K-NN) and Naive Bayes Algorithms on User Satisfaction Levels of the Tokopedia Application Novelan, Muhammad Syahputra; Iqbal, Muhammad
Proceedings of The International Conference on Computer Science, Engineering, Social Science, and Multi-Disciplinary Studies Vol. 1 (2025)
Publisher : CV Raskha Media Group

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.64803/cessmuds.v1.37

Abstract

The rapid advancement of digital technology has significantly influenced the development of e-commerce platforms in Indonesia, where Tokopedia stands out as one of the most popular and widely used online marketplaces. As user expectations continue to increase, understanding and measuring user satisfaction has become essential for ensuring service quality and maintaining customer loyalty. This study aims to perform a comparative analysis of the performance of two machine learning classification algorithms—K-Nearest Neighbor (K-NN) and Naive Bayes—in analyzing and predicting user satisfaction levels toward the Tokopedia application. The dataset used in this study was obtained from a combination of online reviews and structured survey responses from active Tokopedia users. The research methodology includes several stages: data collection, text preprocessing (tokenization, stop-word removal, and stemming), feature extraction using the Term Frequency–Inverse Document Frequency (TF-IDF) technique, and model implementation using the two algorithms. Both models were evaluated using key performance metrics such as accuracy, precision, recall, and F1-score. The experimental results indicate that the K-NN algorithm achieved superior performance compared to Naive Bayes, demonstrating higher accuracy and better consistency in classifying user sentiments into “satisfied” and “dissatisfied” categories. The K-NN model proved to be more effective in handling diverse and nonlinear data patterns derived from user-generated reviews. Meanwhile, Naive Bayes, although computationally efficient, showed limitations in processing complex text dependencies. The findings of this research highlight the importance of selecting appropriate machine learning algorithms for user satisfaction analysis. Furthermore, the study contributes to the broader understanding of sentiment-based evaluation models in e-commerce platforms and provides valuable insights for Tokopedia and similar companies in enhancing customer experience and service improvement strategies.
Co-Authors ', Khairunnisa , Arpan Abdul Muin Nasution Ade Guna Suteja Ade Iskandar Adi Putra Adli Abdillah Nababan Adli Abdillah Nababan Afif Badawi Afif Yasri Afrizal, Henri Ahmad Deni Setiawan Al Fayed, Ahmad Jihad Albin Setiawan Alfarizi, Nauval Amin, Muhammad Aminuddin Indra Permana Andri Gunawan Andri Saputra Andysah Putera Utama Siahaan Annisa Khumairoh Antoni, Robin Anugrah, Maisya Fitri Aprilia, Katharina Tyas Aqsha, Muhammad Hizbul Aradi Sebayang Ardiansyah Ardiansyah Aria Dhanu Tirta Arpan Aulia Ukhti Fathia Aurelia, Cindy Aisha Ayumi Kartika Sari Ayumi Kartika Sari Bayu Angga Wijaya Chairul Rizal Cindy Aisha Aurelia Dani Mestika Daniel Panjaitan Darmeli Nasution Datin, Maha Valne Dedy Rahman Harahap Defri Abdul Majid Nasution Dian Kurnia Dika Donas Putra Eisyaniah Desvazulinda Fachri, Barany Fajri Razak Fathia, Aulia Ukhti Febby Sittah Gunawan Fitri Anugrah, Maisya Gunawan, Andri Harahap, Nur Azizah Hardinata, Rio Septian Harefa, Ade May Luky Heri Eko Rahmadi Putra Hermanto Ibnu Gunawan Ilka Zufria Indra Marto Silaban Indra Nasution Indra Nasution IQBAL , MUHAMMAD Irhami, Zahara Reva Islam, Muhammad Remanul Jacky Lius Juliyandri Saragih Khairil Putra Khumairoh, Annisa Limbong, Yohannes France Lubis, Syaiful Rahman Lydia, Prima M. Azhari Rizko M. Dico TriyadI Maisya Fitri Anugrah Mestika, Dani Mufida Padilla, Eva Muhammad Akbar Firdaus Muhammad Dafa Muhammad Fuad Hafiz Muhammad Iqbal Muhammad Iqbal Muhammad Iqbal Muhammad Irfan Sarif Muhammad Rasyid Ridha Muhammad Rizki Muhammad Wahyudi Muhammad Wahyudi Muhammad Zainal Arifin Pohan Muhammad Zen Muhammad Zen, Muhammad Muhardi Saputra Nabila Putri Br Sitepu Nasution, Indra P Pardede, Surya Maruli Padilla, Eva Mufida Patrialman Haryadi Prayogi, Dhimas Putra, Purwa Hasan Putri, Ranti Eka Rahmat Idhami Rahmat Rezki Raja Nasrul Fuad Rambe, Siska Mayasari Ramlan Marbun Ramlan Marbun Ranti Eka Putri Rendy Rabensi Sembiring Rezkinah Rambe Rezkinah Rambe Rian Farta Wijaya Rido Favorit Saronitehe Waruwu Rio Septian Hardinata Rio Septian Hardinata Rizko, M. Azhari Rizky Putro Nugroho Dwi Cahyo Robet Silaban Safii, Aidul Safi’i, Aidul Sari Harahap, Nurlina Sella Monika Br Tarigan Sella Monika Br Tarigan Selvida, Desilia Septiansyah, Yudha Setiawan, Ahmad Deni Setiawan, Albin Simanullang, Rahma Yuni Sinurat, Satria Siregar, Andree Rizky Yuliansyah Sitepu, Andri Ismail Sitepu, Nabila Putri Br Siti Aisyah Sitorus , Zulham Sitorus, Irwansyah Putera Sitorus, Zulham Solly Aryza Sri Hidayati Suhendar - Sulis Sutiono Surya Darma Suteja, Ade Guna Sutiono, Sulis Syafitri, Febry Dwi Syahputri, Maulisa Syahri, Rahma Syaiful Rahman Lubis Taufa Fadly Tengku Didi Ferdillah Toni Prabowo Uc Mariance Utari Utari Wanny, Puspita Wijaya, Rian Farta Wiwik Handayani Yohannes France Limbong Yudha Septiansyah Zulfahmi Syahputra