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Samsuddin Samsuddin
Sekolah Tinggi Agama Islam Negeri Padangsidimpuan
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Journal : Journal of Technology and Computer (JOTECHCOM)

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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 Idharudin Abdurahman Abdurrahman Abidin, Aswar Abrar, Musafir Aditia M. Yusup Agusman, Agusman Ahmad Ahmad Ahmad Nizar Rangkuti Aidid, Hasyim Aini, Farah Alfarisi, Muhammad Ali Maulida, Ali Almira Amir Andi Patombongi Anzelina, Dewi Apsari Dj Hasan Ardi Ardi Ardi Ardi Arfah, Hj Aryati Arijulmanan, Arijulmanan Ashari, Renita Askar Patahuddin Asyrafunnisa, Asyrafunnisa Azwar Azwar Bau, Abdul Syukur Budi Handrianto Cakra Cakra Dalimunthe, Irwan Saleh Endin Mujahidin Fadilah Alfarisi, Muhammad Fauzi, Andika Hamka Hamza, Baharuddin Hamzah, Ekawati Harun Joko Prayitno Hendrayani, Santi Heriyansyah, Heriyansyah Hikmawati Hikmawati Hutauruk, Cathrine Alexsandra Idharudin, Abdul Jabar Ilma, Awla Akbar Iskandar Iskandar Jamaluddin Jamaluddin Jamaluddin, Norliza Johariyah, St Kahar, Fitriani Kala, Pasyame Rambune Kara, Ashari Kasman Bakry Kasman Bakry Kusmanto, Hari Laili Etika Rahmawati Mansyur, Nurliana Marsilah, Nyai Siti Masuwd, Mowafg Maulana Arafat Lubis Maulinda, Maulinda Mauliza, Shafry Misbahuddin Misbahuddin Misbahudin Misbahudin 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 Nurbaeti Nurbaeti Nurhayati Nurhayati Nurjannah Nurjannah Nurnajamuddin, Mahfud Nurshamsul, Mariyanto Pabilang, Hardianto Pardeanto, Gentar Putri, Asti Ganisya Seruni Qori, Izham Al Rafli, Gusti Rahendra Maya Rahendra Maya, Rahendra Rahmah, Firda Aulia Rahman, Baharuddin Risti Puspita Sari Hunowu Rudi Karma Rundu, Rundu S Siswanto Santy Mayda Batubara, Santy Mayda semmaila, H Baharuddin Sidiq, Masturi Siregar, Dame Siregar, Hanifah Khairiyah Siti Sahidah Mardiah Sri Wahyuni St. Fatimah Kadir, St. Fatimah Sufyaningsi, Ulfa Suhada Suhada, Suhada Sulpina, Sulpina 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 Wildan Seni, Wildan Winanda, Vhiony Yakub Nasucha Yanthi, Dwi Zakaria, Aceng