| dc.description.abstract | Indriver is one of the companies engaged in online transportation services
in the form of ridesharing with tens of millions of downloads on PlayStore. The last
few reviews on the Indriver application show that the application has received a lot
of negative sentiment such as application errors, inaccurate maps, difficulty finding
the nearest driver. Therefore, it is necessary to conduct sentiment analysis of user
reviews so that the priority factors that influence complaints are known and
suggestions for improvements can be made.This study uses data on user reviews of
the Indriver application in December 2022 on Google Play. The data was collected
using Google Collabs and sentiment analysis was performed using text mining
methods, and using worldcloud to display words that are often discussed in the
reviews. Based on sentiment analysis, it is found that there are 17,229 reviews with
positive sentiment and 15,495 reviews with negative sentiment. Factors that
influence negative sentiment are unreasonable price negotiations, inaccurate maps,
difficulty accessing features, difficulty communicating between passengers and
drivers by telephone. The proposed improvements obtained are to carry out
technical improvements and periodic updates, understanding the system, optimizing
the ordering system, setting a minimum tariff | en_US |
