<![CDATA[The Access By KAI application, developed by PT Kereta Api Indonesia (Persero), allows users to purchase train tickets via mobile devices. This study aims to perform sentiment analysis on user reviews of the Access By KAI application using the naive Bayes algorithm. Data processing was carried out through stages such as case folding, cleaning, tokenizing, stopword removal, and stemming, and evaluation using metrics of accuracy, precision, recall, and F1-score showed that the naive Bayes algorithm provides satisfactory results. The study results indicate that the naive Bayes algorithm is able to classify reviews with an accuracy rate of up to 68% with a precision of 83% for the positive class, 59% for the negative class, and 79% for the neutral class; recall of 67% for the positive class, 93% for the negative class, and 42% for the neutral class. From these results, it is expected to help developers identify the aspects most complained about by users and improve service quality.]]>
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