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All Journal Jurnal KOMUNIKA Journal of Mechanical Engineering Education (Jurnal Pendidikan Teknik Mesin) JURNAL MEDIA INFORMATIKA BUDIDARMA RELE: Rekayasa Elektrikal dan Energi Jurnal Teknik Elektro Pendas : Jurnah Ilmiah Pendidikan Dasar J-SAKTI (Jurnal Sains Komputer dan Informatika) KOMIK (Konferensi Nasional Teknologi Informasi dan Komputer) JURIKOM (Jurnal Riset Komputer) Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship Building of Informatics, Technology and Science JOURNAL OF INFORMATION SYSTEM RESEARCH (JOSH) Journal of Computer System and Informatics (JoSYC) TIN: TERAPAN INFORMATIKA NUSANTARA Tunas Nusantara JPM: JURNAL PENGABDIAN MASYARAKAT Journal of Social Responsibility Projects by Higher Education Forum J-SAKTI (Jurnal Sains Komputer dan Informatika) Jurnal Pengabdian Masyarakat IPTEK COMMENT: Journal of Community Empowerment Jurnal Pengabdian Masyarakat Inovasi Prosiding University Research Colloquium Journal of Computing and Informatics Research Ranah Research : Journal of Multidisciplinary Research and Development JPNM : Jurnal Pustaka Nusantara Multidisiplin Journal of Informatics, Electrical and Electronics Engineering Jurnal Riset Ilmu Teknik Konsensus: Jurnal Ilmu Pertahanan, Hukum dan Ilmu Komunikasi ORAHUA : Jurnal Pengabdian Kepada Masyarakat Jurnal Ilmiah Multidisiplin Journal Pesona Indonesia J-CEKI Jurnal Pengabdian Kader Bangsa Journal of Decision Support System Research
Imam Saputra
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Journal : Journal of Computer System and Informatics (JoSYC)

 1 
Sentiment Analysis of Tokopedia Customer Reviews using IndoBERT and SMOTE for Class Imbalance Handling Saputra, Imam; Mesran, Mesran; Ginting, Guidio Leonarde
Journal of Computer System and Informatics (JoSYC) Vol 7 No 1 (2025): November 2025
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/josyc.v7i1.8748

Abstract

Sentiment analysis in the Indonesian e-commerce sector faces significant challenges due to the informal nature of language and severe class imbalance, where neutral reviews are often underrepresented. This research proposes a hybrid framework combining the deep semantic capabilities of IndoBERT with the Synthetic Minority Over-sampling Technique (SMOTE) to improve classification fairness. Using a dataset of Tokopedia customer reviews, this study compares a baseline model against a balanced model using SMOTE on 768-dimensional IndoBERT features. The experimental results reveal that while the baseline model achieved a high overall accuracy of 83%, it suffered from an "accuracy paradox," exhibiting a dismal recall of only 0.07 for the neutral class. Upon implementing SMOTE, the neutral class recall surged to 0.29, marking a significant 314% improvement in minority class detection. Although overall accuracy slightly decreased to 81%, the Macro Average F1-Score increased from 0.61 to 0.65, proving that the model is more robust and objectively reliable across all sentiment polarities. This study demonstrates that sacrificing marginal accuracy for improved minority sensitivity is vital for providing accurate business intelligence in the digital marketplace. These findings provide a robust roadmap for developing more equitable automated sentiment analysis systems in Indonesia.
Co-Authors A.A. Ketut Agung Cahyawan W A.N. Afandi Abdul Karim Adiguna, Satria Afriansyah, Muhammad Agung Dwi Pradana Aguswinaya, Agung Rake Ahmad Tamrin Sikumbang Al-Adawiyah, Robiah Alfarisi Pasaribu, Ahmad Amalia, Dira Amelia Ramadhani, Amelia Annisa Fadillah Siregar Anugrah, Elfira Aripriharta - Ariska, Melinda Aritonang, Reza Sri Rezeki Aryadito, Rehan Astuti - Ayulia Sari Azlan Azlan, Azlan Bagaskoro, Muhammad Cahyo Bilal Abdul Aziz Darma Taksiah Sihombing, Darma Taksiah Dian Purnamasari Dina Octavia Dito Putro Utomo Dodi Siregar Erna Verawati Fadlina Fahrezi, Azrial Fince Tinus Waruwu Ginting, Suranta Bill Fatric Gokma Lumbantoruan Guidio Leonarde Ginting Guidio Leonarde Ginting Gultom, Istanto Hardianti, Putri Delfi Harianja, Chindy Lorenza Hery Sunandar Hetty Rohayani Hondro, Piter Saputra Indra Williamsyah Sinaga Jariah, Nur Ainun Kolopaking, Sania Lemcia Hutajulu Lole, Marsya Reskiani Lubis, Adi Mora M. Fazriansyah Maimunah, M Mariansari, Mariansari Marliana Marliana, Marliana Marselino Clifer Tuju Matondang, Firman MAURITZ PANDAPOTAN MARPAUNG Mesran, Mesran Muhammad Afnan Habibi Muhammad Resa Arif Yudianto Muhammad Rizkan Abdul Aziz Muhammad Syahrizal Muhammad, Mahatir Mutiara, Berkah Nasib Marbun Nastiti, Sindy Ndruru, Eferoni Nelly Astuti Hasibuan Nur Afifah Siregar, Rizka Nur Syifa’ul Alyah Oktarina, Dian Panggabean, Riski Melisa Permata, Shely Junian Pohan, Ferdi Putri Ramadhani, Putri Rahmat Hidayat Rahmawaty Rahmawaty Rahmawaty Raimah Handayani Harahap Ranmadina Ratu Syahada Rasyid, Irfan Razita Sabrina Irdani Ritonga, Fitri Aisyah Rivalri Kristianto Hondro Robbi Rahim Robinson Siagian, Edward Rohmat Indra Borman Sagita, Ira Sahrul Saputra Saidi Ramadan Siregar Saputra, Dendi Bianda Saputra, Febrian Eko Sari, Juwita Indah Sari, Sri Indah Setiawan, Aditya Wahyu Sheva, Putri Picaso Azury Shiwi Angelica Cindiyasari Simanullang, Putri M Simanungkalit, Lidya Indah Pratama Sinurat, Sinar SRI RAHAYU Suginam Sultan Rexy Adji Suparwatini, Suparwatini Supriyanto Supriyanto Surya Darma Nasution Suryanegara, Raden Kartika Satya Sussolaikah, Kelik Syafruddin Syafruddin Tamaulina Br.Sembiring Tanjung, Dewi Maulida Sari Taronisokhi Zebua Tatang Permana, Tatang Tua, Rahmat Utami, Nur Indah Vina Winda Sari Wardayani Wardayani, Wardayani Yanti, Martina Vevi Yusufa, Ilham Zainun, Zainun