Analisis Sentimen Pengguna Aplikasi Gopay di X Menggunakan Algoritma Naïve Bayes Classifier

Abstract

This research aims to analyze GoPay user sentiments on the X social media platform (formerly known as Twitter) using the Naive Bayes Classifier algorithm. Sentiment analysis was conducted to understand user perceptions and satisfaction levels towards GoPay digital payment services based on their shared comments and reviews. Data was collected through a tweet crawling process containing the keyword "GoPay" within a specific period. The research stages included data preprocessing (case folding, tokenizing, filtering, and stemming), sentiment labeling (positive, negative), word weighting using TF-IDF, and classification using the Naive Bayes algorithm. The results showed that from a total of 1,431 analyzed tweets, 797 data contained positive sentiments, and 643 data contained negative sentiments. With a classification accuracy rate reaching 82.94%. The most frequently positively commented factors included ease of use and offered promotions, while the main complaints were related to technical issues and customer service. This research provides insights for GoPay developers to improve services according to user feedback.