<![CDATA[Currently, almost all banks have used mobile banking in conducting banking transactions, one of which is Bank Syariah Indonesia (BSI). BSI mobile is still classified as a new mobile banking application compared to other mobile banking, this certainly still has a low rating and really needs feedback from users which can be seen through reviews on the Google Play Store application. Input in the form of criticism and suggestions from BSI mobile users can be used by BSI mobile as a suggestion for careful supervision and evaluation material in improving its services. This study aims to find the best algorithm to analyze review sentiment on the Google Play Store for the BSI mobile application and provide an overview of the response of application users to application developers based on the results of review data processing. The data mining methodology used in this study is CRISP-DM, using a dataset collected for 6 years (2018-2023) which is annotated into positive and negative labels manually, then modeled using 2 algorithms, namely Naïve Bayes (NB) and Bidirectional LSTM (BiLSTM). The contribution of this study is to test, evaluate and compare the two algorithms (NB and BiLSTM) using the K-Fold Cross Validation (NB) testing model and over-sampling techniques to the minority class (negative) then provide recommendations for the best algorithm. The conclusion of the study is that the BiLSTM algorithm is superior to NB with an accuracy of 94.90 % while the NB algorithm is 94%. In addition, the over-sampling technique is more optimal in increasing the accuracy of the algorithm's performance compared to without over-sampling.]]>
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