Sentiment Analysis of Neobank Digital Banking using Support Vector Machine Algorithm in Indonesia

Abstract

Currently, in the industrial era 4.0, information and communication technology is very developed, whereas, in this era, there is an increase in complex activities, one of which is in the banking sector. With the ease and efficiency of online finance, people want to switch to using digital banks. Neobank is an online savings and deposit application from Bank Neo Commerce (BCN) that the public can use by using the Internet. One of the online services is mobile banking which can be used by both Android and iOS versions of customers. Users can review Neobank's performance and services through the Google Play Store to improve and evaluate Neobank's performance. Neobank application reviews on the Google Play Store are increasing. Therefore, a review analysis is needed by conducting a sentiment analysis on Neobank's review. The data amounted to 3159 user reviews collected from reviews of the Neobank application on the Google Play Store. This study aims to classify Neobank user review data, including positive or negative sentiments. The method used in this study is an experimental method using the Support Vector Machine algorithm. The accuracy results obtained using the Support Vector Machine algorithm are 82.33%, which is owned by the scenario of 90% training data and 10% test data. The precision results are 82%, and recall is 81%. Future studies can add datasets from various sources so that there are even more datasets so as to increase the accuracy of model classification.