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Journal : Journal of Technology and Computer (JOTECHCOM)

Classification of Bank Syariah Indonesia (BSI) Customer Sentiments on Twitter Using Naive Bayes Algorithm Alfarisi, Muhammad; Munawir, Munawir; Samsuddin, Samsuddin
Journal of Technology and Computer Vol. 2 No. 2 (2025): May 2025 - Journal of Technology and Computer
Publisher : PT. Technology Laboratories Indonesia (TechnoLabs)

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Abstract

Bank Syariah Indonesia (BSI) is an active topic of conversation on Twitter, but customer sentiment patterns towards the bank's services have not been quantitatively analyzed. This study performs positive and negative sentiment classification on 24,401 Indonesian tweets collected on May 17, 2023. The preprocessing stage includes text cleaning, nonstandard word normalization, stopword removal, and stemming with the Sastrawi library. The data was labeled based on the affection dictionary and verified manually. Text representation is done with word frequency-based unigram-bigram method using CountVectorizer, then trained using Multinomial Naive Bayes algorithm. Evaluation of the model against test data resulted in an accuracy of 94%, with precision, recall, and F1-score of 93% each. Words that commonly appear in positive sentiments include easy and fast service, while negative sentiments are dominated by the words error and maintenance. These results show that the Naive Bayes-based approach and word frequency representation are effective for rapid analysis of public opinion towards BSI on social media.
Co-Authors AA Sudharmawan, AA Abd Wahid Abdul Azis Nasution Abdul Jabar Idharuddin Abdul Jabar Idharudin Abdurahman Abdurrahman Abidin, Aswar Abrar, Musafir Aditia M. Yusup Agusman, Agusman Ahmad Ahmad Ahmad Nizar Rangkuti Ahmad, Musfirah Aidid, Hasyim Aini, Farah Alfarisi, Muhammad Ali Maulida, Ali Almira Amir Alu, La Andi Patombongi Andi Saadillah Anugrah Puspita Ayu Muhammad Anzelina, Dewi Apsari Dj Hasan Ardi Ardi Ardi Ardi Arfah, Hj Aryati Arijulmanan, Arijulmanan Asbar Asbar, Asbar Ashar, Jabal Rahmat Ashari, Renita Askar Patahuddin Asyrafunnisa, Asyrafunnisa Azizah, Balkis Nur Azwar Azwar Bau, Abdul Syukur Budi Handrianto Cakra Cakra Dali, Dali Dalimunthe, Irwan Saleh Endin Mujahidin Fadilah Alfarisi, Muhammad Fauzi, Andika H, Nurul Tsani Haeniah, Nurul Hamka Hamza, Baharuddin Hamzah, Ekawati Harlyanti Muthma'innah Mashar Harun Joko Prayitno Hendrayani, Santi Herianti, Herianti Heriyansyah, Heriyansyah Hijrah, Muh Fauzar Al- Hikmawati Hikmawati Hutauruk, Cathrine Alexsandra Idharudin, Abdul Jabar Ilma, Awla Akbar Ilma, Awla Akbar Iskandar Iskandar Jabar Idharudin, Abdul Jamaluddin Jamaluddin Jamaluddin, Norliza Jamaluddin, Norliza Johariyah, St Kadirun, Kadirun Kahar, Fitriani Kala, Pasyame Rambune Kara, Ashari Kartika, Parsya Kasman Bakry Kasman Bakry Kusmanto, Hari Laili Etika Rahmawati M. Yusup, Aditya Mansyur, Nurliana Marsilah, Nyai Siti Masuwd, Mowafg Maulana Arafat Lubis Mauliza, Shafry Melansari, Nur Merlyn, Merlyn Misbahuddin Misbahuddin Misbahudin Misbahudin Misnawati Misnawati Moch. Yasyakur Moh. Yahya Obaid mufid mufid Muhammad Amin Muhammad Erman Bani Muhammad Fadilah Al-Farisi Muhammad Fadilah Alfarisi Muhammad fahri labanga Muhammad Hafiz Muhammad Nur Muhammad Sarbini, Muhammad Muhammad, Saiful Muhsinah, Siti Munawir Munawir Musliyadi, Musliyadi Mutia, A. Khairun Muwahidah Nurhasanah Nashran Azizan Nasution, Mariam Ngkolu, Nurmulia Wunaini Nur Shamsul, Mariyanto Nurbaeti Nurbaeti Nurhayati Nurhayati Nurjannah Nurjannah Nurnajamuddin, Mahfud Nurshamsul, Mariyanto Nurwahida Nurwahida, Nurwahida Pabilang, Hardianto Putri, Asti Ganisya Seruni Qori, Izham Al Rafli, Gusti Rahendra Maya Rahendra Maya, Rahendra Rahmah, Firda Aulia Rahman Rahman Rahman, Baharuddin ratih ratih Risti Puspita Sari Hunowu Rudhi, Rudhi Rudi Karma Rundu, Rundu S Siswanto Santy Mayda Batubara Sa’diyah, Maemunah semmaila, H Baharuddin Shamsul, Mariyanto Nur Siregar, Dame Siregar, Hanifah Khairiyah Siti Sahidah Mardiah Sodikin, Unang Sri Wahyuni St. Fatimah Kadir, St. Fatimah Sufyaningsi, Ulfa Suhada Suhada, Suhada Sulpina, Sulpina Sulupadang, Prishilla SURYANTI Suryawahyuni Latief Tadung, Edy Tahir, Supratman Takwa, Takwa Talli, Rosmaladewi Tarigan, Mhd. Rafi'i Ma'arif Taufiq, La Ode Muh Tika Kurniasi Unang Sodikin Usman, Reni Devianti Wahab, Ali Akbar Wildan Seni, Wildan Yakub Nasucha Yanthi, Dwi Yunding, Junaedi Zakaria, Aceng