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

Penulis

  • Darwin Munandar Universitas Islam Negeri Sultan Syarif Kasim
  • 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

Kata Kunci:

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

Abstrak

Mobile banking menjadi bukti dalam peningkatan proses bisnis di industri perbankan. Meski begitu, aplikasi m-banking tidak lepas dari permasalahan yang dialami penggunanya. Untuk itu, analisis lebih lanjut diperlukan. Penelitian ini mengusulkan teknik analisis sentimen menggunakan algoritma K-Nearest Neigbor (KNN) untuk mengidentifikasi opini dan ulasan pengguna aplikasi m-banking. Tiga aplikasi m-banking populer dipilih untuk dianalisis lebih lanjut yaitu BRImo, BSI Mobile, dan Livin’ by Mandiri. Analisis menunjukkan bhawa BRImo merupakan aplikasi m-banking yang paling diminati pengguna, dengan persentase sentimen positif sebesar 58.25%, Livin’ by Mandiri sebesar 22.50%, dan BSI Mobile dengan persentase terendah yaitu sebesar 12,70%. Hasil pemodelan menggunakan algoritma KNN dengan uji nilai K = 3, 5 dan 7 menunjukkan K= 3 memiliki kemampuan yang lebih baik. Berdasarkan aplikasi, pemodelan terbaik dihasilkan pada BRImo dengan akurasi 82.9%, kemudian Livin’ by Mandiri dengan akurasi 70.3%, dan BSI Mobile dengan akurasi 71.35%. Analisis dan visualisasi juga dilakukan menggunakan word cloud untuk melihat keyword yang sering dibahas pada ulasan. Hasilnya, secara garis besar aplikasi m-banking memiliki masalah pada login yang sulit, pendaftaran atau verifikasi yang ribet, dan saldo terpotong padahal status transfer gagal.

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

Unduhan

Diterbitkan

2024-07-31

Cara Mengutip

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

Terbitan

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

Bagian

Article

Lisensi

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

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