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Journal : Indonesian Journal of Data and Science

Sentiment Analysis of BRImo Reviews on Google Play Store Using SVM and KNN Jelni, Olivia Sutriani; Radhitya, Made Leo; Wardhana, Gede Wirya; Ni Wayan Jeri Kusuma; Desmayani, Ni Made Mila Rosa
Indonesian Journal of Data and Science Vol. 6 No. 3 (2025): Indonesian Journal of Data and Science
Publisher : yocto brain

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56705/ijodas.v6i3.365

Abstract

The rapid growth of digital banking has increased user interaction through mobile banking apps such as BRImo (Bank Rakyat Indonesia). Google Play Store reviews provide valuable insight into app quality, but their unstructured format makes manual analysis inefficient. This study analyzes user sentiment toward BRImo and compares the performance of Support Vector Machine (SVM) and K-Nearest Neighbors (KNN) for sentiment classification. Reviews were collected using Google Play Scraper from May 2024 to May 2025, yielding 15,945 raw reviews. After cleaning (removing duplicates, symbols, links, emojis) and language filtering, 15,233 valid reviews remained. Sentiment labels were generated using two lexicon-based methods: INSET and VADER. Using INSET, the data consisted of 6,238 positive, 4,987 negative, and 4,383 neutral reviews, producing 11,225 reviews for modeling. Using VADER, 10,496 positive, 2,903 negative, and 1,834 neutral reviews were obtained, totaling 13,399 reviews. Datasets were split into 80% training and 20% testing with stratified sampling. Features were extracted using TF-IDF unigrams. Classification was performed using linear SVM and KNN, with the optimal K=3 selected via Grid Search. Models were evaluated using 5-fold cross-validation, reporting mean accuracy, precision, recall, and F1-score (macro-average for INSET; weighted-average for VADER due to class imbalance). Results show SVM consistently outperforms KNN, achieving 98.36% mean accuracy and 98.34% mean F1-score on INSET, and 95.59% mean accuracy and 95.56% mean F1-score on VADER. Overall, BRImo user sentiment is predominantly positive, and findings can guide developers in improving app stability and quality
Co-Authors Anak Agung Danendra Priya Kayana Aniek Suryanti Kusuma, Aniek Suryanti Aprianti, Ni Nyoman Ariana, Anak Agung Gede Bagus Aristamy, I Gusti Ayu Agung Mas Aristana, I Dewa Gede Aristana, Made Dona Wahyu Artika, I Nyoman Atmaja, Ketut Jaya Bevi Libraeni, Luh Gede Desak Dwi Utami Putra Devi Valentino Waas Dewa Ayu Giovany Angga Indrya Dewi, Desak Putu Eka Komala Diah Juniari Arnidya Dwi Novitasari Eddy Hartono Eddy Hartono Eko Maisusanto Gede Rudiharta Pratama Giri Gede Surya Mahendra Giri, Gede Rudiharta Pratama I Dewa Gede Aristana I Dewa Putu Gede Wiyata Putra I Gusti Agung Indrawan I Kadek Adiana Putra I Kadek Krisna Dwipayana Putra I Kadek Wira Dharma Prayana I Made Sadha Suardhika I Nyoman Agus Suarya Putra I Nyoman Artika I Nyoman Jayanegara I Putu Agus Eka Darma Udayana, I Putu Agus Eka I Putu Yoga Indrawan I Wayan Dharma Suryawan Ida Bagus Gede Sarasvananda Indrayuni, Ni Komang Purnama Jelni, Olivia Sutriani Kompiang Martina Dinata Putri Libraeni, Luh Gede Bevi Luh Gede Bevi Libraeni Luh Gede Bevi Libraeni Luh Gede Diah Ary Pradnyaswari Luh Putu Rara Ayu Ratnaningrum Maisusanto, Eko Mulyawan, I Putu Arya Murpratiwi, Santi Ika Ni Kadek Ariasih, Ni Kadek Ni Kadek Ayu Nirwana Ni Made Astini Rahayu Ni Putu Widantari Suandana Ni Wayan Anggita Dara Pratiwi Ni Wayan Anggita Dara Pratiwi Ni Wayan Jeri Kusuma Ni Wayan Wardani Ni Wayan Wardani Ni Wayan Wardani Wardani Nirwana, Ni Kadek Ayu Nugraha, Putu Gede Surya Parwathi, Ni Luh Gede Putri Desta Pramawati, I.D.A Tantri Pratiwi, Ni Wayan Anggita Dara Prayana, I Kadek Wira Dharma Purnama, Ni Kadek Liryana Putra, I Gede Ardi Sukaryadi Putra, Putu Satria Udyana Putu Gede Surya Cipta Nugraha Putu Gede Surya Cipta Nugraha Radhitya, Made Leo Rahayu G., Ni Luh Wiwik Sri Rahayu, Ni Made Astini Sandhisutra , Ida Bagus Ketut Sandhisutra, Ida Bagus Ketut Sandhiyasa, I Made Subrata Sandika, I Kadek Budi Sawitri, Nyoman Sintya Sutarwiyasa, I Ketut Thalib, Emmy Febriani Utama, I Made Putra Wardani, Ni Wayan Wardhana, Gede Wirya Widiartha, Komang Kurniawan Wiguna, I Made Surya Willdahlia, Ayu Gede Willdahlia, Ayu Gede Winatha, Komang Redy Wiyata Putra, I Dewa Putu Gede Yuliandari, Ni Kadek