<![CDATA[The M2U ID app is the primary digital banking platform of PT Bank Maybank Indonesia Tbk, serving as a crucial tool for supporting customers’ online transactions. The objective of this study is to analyze user review sentiment on the Google Play Store by comparing the performance of the Random Forest and Support Vector Machine (SVM) algorithms. A total of 16,270 review data points were collected via web scraping and processed through preprocessing stages and feature extraction using N-Gram-based TF-IDF with Chi-Square feature selection using the SelectKBest approach. Given the significant imbalance in data distribution, this study applied class weighting techniques as well as hyperparameter optimization using Grid Search and 5-Fold Cross-Validation. Testing on 3,254 test data points indicated that SVM performed more optimally with an accuracy rate of 82% and an F1-Macro score of 0.6344, compared to Random Forest, which yielded an accuracy of 73% and an F1-Macro score of 0.5832. The main contribution of this study is an in-depth analysis of classification errors in the minority (neutral) class, which has a low F1-score (0.16–0.17). The results of the error analysis show that the model’s limitations are caused by the ambiguity of technical features and the overlap of vocabulary in reviews with minimal emotional content.]]>
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