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Anissa, Cahya Rahmi
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Computer Science & IT

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Sentiment Analysis on Google Play Store Reviews to Measure User Perception of the Gojek Application Using CNN Anissa, Cahya Rahmi; Tania, Ken Ditha; Sari, Winda Kurnia
Journal of Applied Informatics and Computing Vol. 9 No. 6 (2025): December 2025
Publisher : Politeknik Negeri Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30871/jaic.v9i6.11084

Abstract

This study was conducted to analyze sentiment towards user reviews from the Google Play Store regarding the Gojek application. The analysis aims to measure user perceptions using a Convolutional Neural Network (CNN). This study aims to understand user views on the Gojek application. By understanding user perceptions, the information obtained can be utilized by the company's service team to improve the quality of the application for users. User perceptions are grouped into three labels: positive, neutral, and negative. To produce an effective model, this study uses three data sharing ratios simultaneously with the same parameters: 90:10, 80:20, and 70:30. Due to the large amount of data, random sampling is needed to balance the data and thus increase accuracy in the data processing process. Model evaluation was carried out using a confusion matrix, precision, recall, and F1-Score. The results obtained with the highest accuracy of 84.29%. This study successfully demonstrates that CNN is able to process user review data well.
Co-Authors Ken Ditha Tania Winda Kurnia Sari