Analisis Sentimen Ulasan Pengguna Aplikasi Mobile Banking Menggunakan Algoritma K-Nearest Neighbor

Authors

  • Darwin Munandar Universitas Islam Negeri Sultan Syarif Kasim Riau
  • M. Afdal Universitas Islam Negeri Sultan Syarif Kasim Riau
  • Zarnelly Zarnelly Universitas Islam Negeri Sultan Syarif Kasim Riau
  • Rice Novita Universitas Islam Negeri Sultan Syarif Kasim Riau

DOI:

https://doi.org/10.32493/jtsi.v7i3.41409

Keywords:

Sentiment Analysis; BRImo; BSI Mobile; K-Nearest Neighbor (KNN); Livin’ by Mandiri; Mobile Banking

Abstract

Mobile banking is evident in the improvement of business processes in the banking industry. Even so, the m-banking application cannot be separated from the problems experienced by its users. Therefore, further analysis is required. This research proposes a sentiment analysis technique using K-Nearest Neigbor (KNN) algorithm to identify user opinions and reviews of m-banking applications. Three popular m-banking apps were selected for further analysis namely BRImo, BSI Mobile, and Livin' by Mandiri. The analysis shows that BRImo is the most popular m-banking application, with a positive sentiment percentage of 58.25%, Livin' by Mandiri with 22.50%, and BSI Mobile with the lowest percentage of 12.70%. Modeling results using the KNN algorithm with K = 3, 5 and 7 test values show K = 3 has better capabilities. Based on the application, the best modeling is produced on BRImo with 82.9% accuracy, then Livin' by Mandiri with 70.3% accuracy, and BSI Mobile with 71.35% accuracy. Analysis and visualization were also conducted using word clouds to see keywords that are often discussed in reviews. As a result, m-banking apps have problems with difficult login, complicated registration or verification, and balance deduction despite failed transfer status.

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Jurnal Teknologi Sistem Informasi dan Aplikasi Vol. 7 No. 3 Juli 2024

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Published

2024-07-31

How to Cite

Munandar, D., Afdal, M., Zarnelly, Z., & Novita, R. (2024). Analisis Sentimen Ulasan Pengguna Aplikasi Mobile Banking Menggunakan Algoritma K-Nearest Neighbor. Jurnal Teknologi Sistem Informasi Dan Aplikasi, 7(3), 1309–1318. https://doi.org/10.32493/jtsi.v7i3.41409

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Vol. 7 No. 3 (2024): Jurnal Teknologi Sistem Informasi dan Aplikasi

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Copyright (c) 2024 Darwin Munandar, M. Afdal, Zarnelly Zarnelly, Rice Novita

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