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All Journal IJCCS (Indonesian Journal of Computing and Cybernetics Systems) Dinamik Seminar Nasional Aplikasi Teknologi Informasi (SNATI) Bulletin of Electrical Engineering and Informatics Journal of Information Systems Engineering and Business Intelligence Annual Research Seminar Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) JURNAL MEDIA INFORMATIKA BUDIDARMA JOURNAL OF APPLIED INFORMATICS AND COMPUTING Masyarakat Telematika Dan Informasi : Jurnal Penelitian Teknologi Informasi dan Komunikasi Jurnal Teknoinfo JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika) EDUMATIC: Jurnal Pendidikan Informatika Building of Informatics, Technology and Science Jurnal Mnemonic Jurnal Tekinkom (Teknik Informasi dan Komputer) Journal of Computer System and Informatics (JoSYC) TIN: TERAPAN INFORMATIKA NUSANTARA Jurnal Teknik Informatika (JUTIF) Jurnal Teknologi dan Sistem Informasi Jurnal Pendidikan dan Teknologi Indonesia KLIK: Kajian Ilmiah Informatika dan Komputer EXPLORER Jurnal Ekonomika Dan Bisnis Paradigma Malcom: Indonesian Journal of Machine Learning and Computer Science Eduvest - Journal of Universal Studies Jurnal Ilmiah Informatika dan Ilmu Komputer The Indonesian Journal of Computer Science INOVTEK Polbeng - Seri Informatika
Ryan Randy Suryono
Universitas Teknokrat Indonesia
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Perbandingan Algoritma Naïve Bayes, Random Forest, dan SVM Untuk Analisis Sentiment Aplikasi PLN Mobile Pada Google Play Store Sari, Cici Nurita Kumala; Suryono, Ryan Randy
Building of Informatics, Technology and Science (BITS) Vol 7 No 1 (2025): June (2025)
Publisher : Forum Kerjasama Pendidikan Tinggi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/bits.v7i1.7164

Abstract

PLN Mobile is a digital innovation developed by PT PLN (Persero) to provide electricity services through mobile devices. Many users submit their complaints and reviews on the Google Play Store. This study aims to analyze user sentiment towards the PLN Mobile application using three classification methods: Naïve Bayes, Random Forest, and Support Vector Machine (SVM). A total of 19,870 reviews that have gone through the preprocessing stage were analyzed in this study. Model performance was evaluated using accuracy, precision, recall, and F1-score metrics. The SMOTE technique was applied to address the imbalance of sentiment classes. The results showed that before the implementation of SMOTE, SVM had the best performance with an accuracy of 92%, followed by Random Forest 79%, and Naïve Bayes 62%. After the implementation of SMOTE, SVM performance increased to 95%, Random Forest to 85%, while Naïve Bayes remained at 62%. Other evaluation metrics such as recall and F1-score also showed significant improvements after the implementation of SMOTE, especially for negative and neutral sentiments. These results show that SMOTE is able to improve the accuracy and balance of model performance, as well as provide important insights into public perception of the PLN Mobile application.
Co-Authors ., Bagastian Achmad Nizar Hidayanto Ade Dwi Putra Aditia Yudhistira Agresia, Vania Ahmad Ari Aldino Ajie Tri Hutama Al Afif, Satria Anadas, Sylvi Ananda, Dhea AndaruJaya, Rinaldi Sukma Ansyah, Ferdi Ariany, Fenty Arshad, Muhammad Waqas Bagus Reynaldi, Dimas Bakti, Da'i Rahman Bhatara, Dimas Wahyu Budi Santosa Budi Santosa Budiawan, Aditia Budiman, Ega Christ Mario Dana Indra Sensuse Darmini Darmini DAVID KURNIAWAN Dede Krisna Friansyah Dedi Darwis Desi Fitria Dewantoro, Mahendra Dinda Septia Ningsih Dwi Nanda Agustia Dyah Ayu Megawaty Eko Putro, Dimas Eskiyaturrofikoh, Eskiyaturrofikoh Fadli, Muhammad Firdaus, Noval Dinda Firmanda, Fabian Fudholi, Muhammad Fahmi Gunawan, Rakhmat Dedi Handini, Meitry Ayu Hasiholan Simamora, Alfred Heni Sulistiani Hermana, BP Putra Ignatius Adrian Mastan Indra Budi Isnain, Auliya Rahman Iwan Purwanto Iwan Purwanto Juarsa, Doris Junita, Elvika Alya Kamrozi Karimah Sofa Kautsarina Kautsarina Kautsarina Kautsarina Kautsarina Kautsarina Kautsarina Krishna Yudhakusuma P.M. Laksono, Urip Hadi Megawaty, Dyah Ayu Meliana, Yovi Mesran, Mesran Miranda, Khyntia Muh. Alviazra Virgananda Muhamad Adhytia Wana Putra Rahmadhan Muhammad Fadli Muhammad Ridwan Mustaqim, Ilham Zharif Nababan, Cynthia Deborah Natasha Panca Hadi Putra Prasetio, Mugi Pratama, Rangga Rizky Pratiwi, Adelia Purnama, Putri Intan Purwanti, Dian Sri Putra, Djalu Bintang Rachmad Nugroho Rachmi Azanisa Putri Rahmat Dedi Gunawan Raihandika, M Rafi Ramadhani, Bagus Reifco Harry Farrizqy Rias Kumalasari Devi Riyama Ambarwati Sanjaya, Ival Sanriomi Sintaro Saputra, Melian Jefri Saputra, Rizky Herdian Sari, Cici Nurita Kumala Sari, Kevinda Sari, Putri Kumala Sarumpaet, Lisyo Hileria Setiawan, Andra Setiawansyah Setiawansyah Setiyana, Beta Agus Setyani, Tria Simarmata, Yohanes Sobirin, Muhammad Hamdan Sulistiyo, Raka Sumanto, Sumanto Surono, Muhammad Surya Indra Gunawan Tri Widodo Ulum, Faruk Wahyudi, Agung Deni Wang, Junhai Waqas Arshad, Muhammad Yeni Agus Nurhuda Yeni Agus Nurhuda Yulia Indriani Yuri Rahmanto Yuspita, Emi