Sentimen Analisis Customer Review Produk Shopee Indonesia Menggunakan Algortima Naïve Bayes Classifier

Abstract

Gaining customer satisfaction and trust has become the main challenge in achieving success in the business world. Business people need to identify problems that arise from reviews given by customers. However, reading and classifying each review takes a long time and is considered ineffective. To overcome this, this study aims to analyze the customer sentiment of shopee products using the nave Bayes classifier algorithm. The data used in this study is a customer review of the Xiaomi Redmi Note 9 products which are sold on the Shopee Indonesia website. Customer review data is collected by applying the Web Scraping technique. The algorithm used in this study is the Naïve Bayes Classifier which is known to be popular and effective in classifying data. This study also applies the Knowledge Discovery in Text (KDT) methodology to extract information from text data. The results of the classification using the Naïve Bayes algorithm found an accuracy value of 85%. This study proves that by applying sentiment analysis techniques, business people are able to find out the opinions of customers as an evaluation material that needs to be done to optimize the products and services provided.