Analyzing Sentiment of SiCepat Express User Reviews
Abstract
The development of e-commerce in Indonesia has led to an increase in the number of users of product delivery services to deliver their customers' orders to their destination. SiCepat Ekspres is the number one fastest delivery service in Indonesia, besides JNE and JNT Express. The study aims to evaluate the performance of sentiment analysis methods in identifying and classifying sentiments related to SiCepat Ekspres. Data from Twitter media as many as 10,000 dataset records. The experimental results show that Random Forest with SMOTE is the best method, as it has the highest accuracy (91.10%), followed by improvements in precision, recall, and F-measure. SVM with SMOTE is in second place, with 90.50% accuracy and stable performance in other metrics. Naive Bayes with SMOTE shows improvement, but its performance remains slightly below Random Forest and SVM, with an accuracy of 88.80%.
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