<![CDATA[The diverse user perceptions and increasing number of negative reviews of the M-Passport application indicate the need for sentiment analysis-based evaluation to more accurately measure the quality of digital immigration services. This study aims to analyze user sentiment towards the M-Passport application using an optimized Naïve Bayes classification model. Review data was obtained through web scraping from various digital platforms and processed using text preprocessing, TF-IDF feature extraction, N-Gram representation, and the Synthetic Minority Over-sampling Technique (SMOTE) technique to address data representativeness. The proposed model classifies user reviews into positive, neutral, and negative sentiment categories. Test results show that optimization using N-Gram and SMOTE successfully improved model performance, with accuracy increasing from 61% to 77.51%, precision from 0.75 to 0.78, recall from 0.53 to 0.78, and F1-score from 0.50 to 0.77. These results demonstrate that the combination of feature engineering and data balancing can improve text context representation and sentiment classification stability across multiple classes. Furthermore, sentiment analysis successfully identified key factors contributing to user dissatisfaction, such as technical constraints, feature limitations, and application difficulty. These results demonstrate that the proposed approach is effective in supporting data-driven evaluation to improve the quality of digital immigration services.]]>
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