Sentiment Analysis of the Use of Digital Banking Service Applications On Google Play Store Reviews Using Naïve Bayes Method

Abstract

The development of the financial system is characterized by the emergence of digital banking service applications that are widely circulated and can be accessed for free. With so many applications, users often feel confused in choosing which applications are safe to use. Before downloading an application on the Google Play Store, users will usually look at ratings and reviews first. However, the title of the best application cannot be pinned if only seen from the rating and number of downloads. This research was conducted to analyze sentiment on user reviews of digital banking service applications on the Google Play Store using the NBC (Naïve Bayes Classifier) method. Research using the NBC algorithm produced an accuracy value of 81% on the classification of Allo Bank reviews and 78% on the classification of Line Bank reviews