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Nabil, Muh
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Computer Science & IT Decision Sciences, Operations Research & Management Engineering

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Sentiment Analysis Of NTB Syariah Bank Application Services using The Naïve Bayes and Support Vector Machine Methods Nabil, Muh; Vitianingsih, Anik Vega; Kacung, Slamet; Lidya Maukar, Anastasia; Fitri Ana Wati, Seftin
Jurnal Teknologi dan Manajemen Informatika Vol. 11 No. 2 (2025): Desember 2025
Publisher : Universitas Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26905/jtmi.v11i2.16311

Abstract

This research analyzed user sentiment toward the NTB Syariah application using Support Vector Machine (SVM) and Naïve Bayes classification methods. A dataset comprising 814 reviews was obtained via web scraping, with 245 allocated for testing. Preprocessing encompassed cleaning, case folding, tokenization, filtering, and stemming, while sentiment labeling employed a lexicon-based approach integrated with TF-IDF weighting, categorizing reviews as positive, neutral, or negative. Model performance was assessed through accuracy, precision, recall, and F1-score metrics. Results demonstrated SVM's superior performance (accuracy: 92.65%; precision: 0.9327; recall: 0.9265; F1-score: 0.9149) compared to Naïve Bayes (accuracy: 84.49%; precision: 0.8415; recall: 0.8449; F1-score: 0.8005). SVM exhibited greater robustness in managing high-dimensional, complex, and moderately imbalanced datasets, delivering consistent cross-class sentiment classification. Conversely, Naïve Bayes remained computationally efficient and suitable for rapid implementation scenarios. These findings underscore machine learning's efficacy in sentiment analysis for digital banking platforms.
Co-Authors Anik Vega Vitianingsih Fitri Ana Wati, Seftin Lidya Maukar, Anastasia Slamet Kacung, Slamet