Analisis Sentimen Ulasan Aplikasi PosPay untuk Meningkatkan Kepuasan Pengguna dengan Metode K-Nearest Neighbor (KNN)

Abstract

PT Pos Indonesia has launched a digital pospay service. Users who have a positive experience are more likely to return to application. User perceptions analysis can be known from the Review sentiments. Review sentiments that are classified as positive and negative are really needed by developers to improve services (user satisfaction). The research aims to increase user satisfaction of the PosPay application based on the application's review data. The source of data is a review of the pospay application at Google play store. The method used quantitative study method that is K-Nearest Neighbor (K-NN) that classify objects based on learning data that are closest to the object. Research variable is the word from user commentary that associated with the pospay application services. Application review data in scrapping, preprocessing, splits data (train data and test data). Supervised learning (TF-IDF and K-NN) prepared with python programming provides data visualizing. The research results show that the sentiment of Pospay application users tends to be positive. K-NN classification model produces 91% accuracy, 90% precision and recall by 99%. The key word of positive sentiment is: easy, helpful, transaction. Keyword negative sentiment: balance, pay, login.