Analisis Sentimen Ulasan Pengguna Aplikasi BNI Mobile Banking dengan Menggunakan Algoritma Support Vector Machine

Abstract

BNI Mobile Banking application is one of the mobile banking applications in Indonesia. Based on the Top Brand Index (TBI) value over the last eight years, BNI Mobile Banking has experienced fluctuations in the TBI value and is still ranked fourth in the 2022 Top Brand Award mobile banking category. Many reviews are in the form of complaints submitted by users regarding BNI Mobile Banking. These negative reviews will have a negative impact on the application's image. Therefore, it is necessary to carry out an analysis to see the sentiment of users towards the BNI Mobile Banking application and what things influence negative user sentiment so that it can be analyzed regarding the possible causes of problems that users complain about. The aim of this research is so that the developer will be able to improve the performance of the application so that it can increase user satisfaction. Sentiment analysis was carried out on 3591 user reviews of the BNI Mobile Banking application on the Google Play site during the period 2022. Sentiment analysis was carried out using the Support Vector Machine algorithm to classify positive and negative sentiment. Based on the analysis carried out, it was found that 19.57% of reviews had positive sentiment and 80.43% of reviews had negative sentiment. Identification of problems complained by users regarding the features of the BNI Mobile Banking application. The feature that users complain about the most is the Login feature with complaints such as errors occurring when logging in, users having input the appropriate User ID and MPIN but the application says it is wrong, and the application force closes during the login process. Through existing problems, an analysis is then carried out regarding the possible causes of user complaints regarding existing features. Possible causes of problems with the Login feature from the application side are that the application server is experiencing problems, there are problems with the login authentication system, there are bugs in the application, and the application is not fully compatible with certain devices, while from the user's side, namely the user's unstable internet connection and the user's internet connection. accidentally entered the User ID or MPIN incorrectly.