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All Journal JURNAL SISTEM INFORMASI BISNIS Jurnal Teknologi dan Manajemen Informatika Prosiding SNATIKA Vol 01 (2011) Record and Library Journal Sistemasi: Jurnal Sistem Informasi Jurnal ELTIKOM : Jurnal Teknik Elektro, Teknologi Informasi dan Komputer Sinkron : Jurnal dan Penelitian Teknik Informatika INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi JURNAL MEDIA INFORMATIKA BUDIDARMA Journal of Research and Technology Indonesian Journal of Artificial Intelligence and Data Mining JKTP: Jurnal Kajian Teknologi Pendidikan Jurnal Sisfokom (Sistem Informasi dan Komputer) Jurnal Teknologi Sistem Informasi dan Aplikasi Digital Zone: Jurnal Teknologi Informasi dan Komunikasi Jurnal Teknologi Terpadu EDUMATIC: Jurnal Pendidikan Informatika JUSIM (Jurnal Sistem Informasi Musirawas) SPIRIT Journal of Information Systems and Informatics Buletin Ilmiah Sarjana Teknik Elektro Zonasi: Jurnal Sistem Informasi JOURNAL OF INFORMATION SYSTEM MANAGEMENT (JOISM) Journal of Advanced in Information and Industrial Technology (JAIIT) SKANIKA: Sistem Komputer dan Teknik Informatika KLIK: Kajian Ilmiah Informatika dan Komputer International Journal of Data Science, Engineering, and Analytics (IJDASEA) Decode: Jurnal Pendidikan Teknologi Informasi JITSI : Jurnal Ilmiah Teknologi Sistem Informasi JUSTIN (Jurnal Sistem dan Teknologi Informasi) Informatics, Electrical and Electronics Engineering Jurnal Informatika Teknologi dan Sains (Jinteks) Malcom: Indonesian Journal of Machine Learning and Computer Science The Indonesian Journal of Computer Science INOVTEK Polbeng - Seri Informatika JITEEHA: Journal of Information Technology Applications in Education, Economy, Health and Agriculture
Anik Vega Vitianingsih
UNITOMO, Surabaya
Aerospace Engineering Humanities Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Other

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Sentiment Analysis of Wargaku Surabaya Apps Reviews using Naive Bayes and Support Vector Machine (SVM) Methods Nur Fadilah, Liizah; Vitianingsih, Anik Vega; Kristyawan, Yudi; Lidya Maukar, Anastasia; Hikmawati, Nina Kurnia
Decode: Jurnal Pendidikan Teknologi Informasi Vol. 6 No. 1: MARET 2026
Publisher : Program Studi Pendidikan Teknologi Infromasi UMK

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51454/decode.v6i1.1565

Abstract

Digital public service applications in Indonesia are increasingly used to improve citizens access to government services, generating large volumes of feedback that are difficult to analyze manually. Moreover, many previous studies focus on polarity-based sentiment, which may not adequately capture specific user emotions. This study analyzes feedback on the Wargaku Surabaya application by classifying emotions into five categories: anger, disappointment, sadness, pride, and happiness. A total of 1,406 texts were collected (2021–2025), with 1,386 retained after preprocessing. Data were primarily sourced from Google Play Store reviews, supplemented by comments from Threads and YouTube. The research employs text preprocessing, TF-IDF weighting, and lexicon-based labelling with the generated labels reviewed on a subset of the dataset before model training. Emotion classification was performed using Naive Bayes (NB) and Support Vector Machine (SVM), evaluated via a train–test split and confusion matrix. Results show that SVM achieved 84% accuracy, 85% precision, 84% recall, and an 84% F1-score, outperforming NB with 58% accuracy. These findings indicate that SVM is more reliable for multi-class emotion classification in digital public services.
Co-Authors Abdul Rezha Efrat Najaf Achmad Choiron Ade Susianti, Febrina Adharani, Salza Kartika Agustinus Noertjahyana Ahmad, Sharifah Sakinah Syed Al-Karaki, Jamal N. Ana Wati, Seftin Fitri Anastasia Lidya Maukar ANGGI FIRMANSYAH Arumsari, Andini Dwi Arya Darmansyah, Mochammad Dzikri Ayomi, Jose Mario Aziiza, Arizia Aulia Azzahra, Morra Fatya Gisna Nourielda Badrussalam, Nanda Budi Suprio, Yoyon Arie Cahyono, Cahyono Kaelan Damayanti, Erika DWI CAHYONO Dwi Indrawan, Dwi Dwi Prasetyo, Septian Efendi, Kacung Fardhan Maulana, Abelardi Fauzan, Rizky Fawaidul Badri Febrian Rusdi, Jack Firmansyah, Deden Fitri Ana Wati, Seftin Fitri, Anindo Saka Ghibran Jhi S, Moch Hamidan, Rusdi Hengki Suhartoyo, Hengki Hermansyah, David Hikmawati, Nina Kurnia Jazaudhi’fi, Ahmad Kacung Hariyono Khusnaini, Geovandi Gamma Krismantoro, Putu Gede Ari KRISTIAWAN KRISTIAWAN Li, Shuai Lidya Maukar, Anastasia Ma'rifani Fitri Arisa Maukar, Anastasia L Maukar, Anastasya Lidya Maulidiana, Putri Dwi Rahayu Miftakhul Wijayanti Akhmad, Miftakhul Wijayanti Minggow, Lingua Franca Septha Mudinillah, Adam Mustafa, Zulfikar Amirul Muzaki, Mochammad Rizki Niken Titi Pratitis Nur Fadilah, Liizah Oktafamero, Yomara Omar, Marwan Ongko, Bagus Kustiono Pamudi Pamudi, Pamudi Pangestu, Resza Adistya Pradana, Dwifa Yuda Pramisela, Intan Yosa Pramudita, Atanasia Pramudita, Krisna Eka Pujiono, Halim Puspitarini, Erri Wahyu Putra Selian, Rasyid Ihsan Putri, Jessica Ananda Putri, Natasya Kurnia Rahmansyah, Ragada Ramadhan, Prayudi Wahyu Ramadhani, Illham Ratna Nur Tiara Shanty, Ratna Nur Tiara Rijal, Khaidar Ahsanur Riza , M. Syaiful Rusdi Hamidan Rusdi, Jack Febrian Salmanarrizqie, Ageng Sari, Dita Prawita Seftin Fitri Ana Wati Slamet Kacung, Slamet Slamet Riyadi, Slamet Riyadi Slamet Winardi Sufianto, Dani Suyanto Suyanto Suyanto Tiara Shanty, Ratna Nur Titus Kristanto Tjatursari Widiartin Tri Adhi Wijaya, Tri Adhi Umam, Azizul Verdi Yasin Voni Anggraeni Suwito Putri Warsito Sujatmiko, Achmad Wati , Seftin Fitri Ana Wati, Seftin Fitri Ana Wijiono, Aditya Kusuma Wikaningrum, Anggit Wikanningrum , Anggit Yoyon Arie Budi Suprio Yudi Kristyawan, Yudi Yuliani, SY. Yunior, Kevin Heryadi Zandroto, Yosefin Yuniati Zangana, Hewa Majeed