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Journal : surya informatika

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Sentiment Analysis of Shopee App User Reviews Based on Naïve Bayes Classifier Asmiran, Atika Andrian; Nassa, Azzka Farikatun; Layinah, Ayuni; warto, Warto
Jurnal Surya Informatika Vol. 15 No. 2 (2025): Jurnal Surya Informatika, Vol 15. No. 2, November 2025
Publisher : Universitas Muhammadiyah Pekajangan Pekalongan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.48144/suryainformatika.v15i2.2181

Abstract

Technological developments have made various activities easier, including shopping. Through applications, users can make transactions without having to meet face-to-face with sellers. Although it provides convenience, this service does not always run perfectly. One example of a well-known e-commerce application in Indonesia is Shopee. This study analyzes the Shopee application because it significantly supports the Indonesian economy through digitizing trade. Data from 3,000 Shopee reviews obtained from the Google Play Store website in 2025 were analyzed using Natural Language Processing with the Naïve Bayes method, classifying reviews into positive and negative sentiment categories. From the labeling results, text from each sentiment category was extracted to generate essential and valuable information for decision-making. The sentiment classification using the Naïve Bayes Classifier achieved an accuracy rate of 81.30%. The findings of this study can serve as a foundation for enhancing customer satisfaction and comfort, as well as improving the quality of Shopee’s products and services, in line with consumer expectations.
Co-Authors Abduh, Haziki Abdul Aziz Abdullah, Muhammad Dinal Abdur Rahim, Abdur Achmad Buchori Adela Salsabila Adiwilaga, Mochamad Hisam Ahmad Ghozi Akhmad Arif Musadad Almuqtadir, Thariq Amatullah, Diana Hasna Amiruddin Amiruddin Ananda Dyta Marlina Setiawan Ananda, Dea Andrik Purwasito Anwar Nababan, Siharta Leman Arief Rahman Asmiran, Atika Andrian Assidiqi, Muadz Atep Hendang Waluya Budhijana, R Bambang Djono Djono Dody Darly Ediono, Suryo Efrida, Eva Eko Sudarmanto Erna Sulistyorini Eva Farhah Fikri, Muhamad Mufid Al Ganda Febri Kurniawan Haris Firmansyah Harto Juwono Hermanu Joebagio Ika Rahmatika Chalimi Indarti, Adrian Insiwi Febriary Setiasih Ismawati Ismawati Jamaluddin Jamaluddin Jamin Safi Kaswoto, Junet Khoirudin, Achmad Didik Khumaini, Sabik kusrini, Desi Layinah, Ayuni Leo Agung S M. Bagus Sekar Alam Mamdukh Budiman Manik, Nijusiho Muhammad Lutfi Nassa, Azzka Farikatun Ngatmini . Nurlaila, Lala Nurzansyah, Muhammad Panca Kusuma, Bangbang Putri Rahmawan, Nabila Putri, Supanca Ade Qomar, Akhlis Syamsal Rahayu, Ratih Rina Hidayati Pratiwi Sari, Indah Putri Nanda Sariyatun Sariyatun Setiawan, Firman Setiyono, Wisnu Panggah Sholeh, Kabib Sofyan Hadi Sriyono Sriyono Sudarto Sudarto Sugara, Badra Suprayitno, Abdi Supriyono Supriyono Sutimin, Leo Agung Syaeful Rohman, Pupung Syahputra, Guntur Adham Tamin, Istira Fauziah Tegar Firmansyah, Marselino Titis Srimuda Pitana, Titis Srimuda Tiwuk Kusuma Hastuti Triana Rejekiningsih dkk Triyanto, Ade Try Adhi Bangsawan Tubagus Ilham Nugaraha Ulfah, Baiq Maulinda Vera Firdaus Wahyono, Zubaidi Wahyu, Itama Citra Dewi Kurnia Wakit Abdullah Rais Wardojo, Waskito Widi Widi Wardojo, Waskito Wiyono, Joko Yulianti, Umi Yuliati, Umi