ASPECT-BASED SENTIMENT ANALYSIS TERHADAP ULASAN APLIKASI FLIP MENGGUNAKAN PEMBOBOTAN TERM FREQUENCY-INVERSE DOCUMENT FREQUENCY (TF-IDF) DENGAN METODE KLASIFIKASI K-NEAREST NEIGHBORS (K-NN)

Abstract

The rapid growth of online transactions in Indonesia has increased the demand for efficient interbank transfer solutions. However, the costs associated with such transactions have become a significant obstacle. Flip, a company with a vision to become a global leader in customer satisfaction-driven services, offers a solution to this challenge. This study proposes an aspect-based sentiment analysis method using the K-Nearest Neighbors (K-NN) algorithm to analyze user sentiment on key aspects, namely speed, security, and the cost of using the Flip application. The results of this research provide valuable information that can be used as a basis to provide insights, suggestions and recommendations to businesses, so they can create better solutions and promote optimal user experience. The research results show that the K-NN model has the ability to predict user psychology well in all aspects, with a significant level of accuracy, specifically speed (73.04%), security (86, 05%) and costs (80.11%). In addition, this study also compares two model validation methods: simple data splitting method and K-Fold cross-validation. Although the simple data splitting method has a higher average accuracy, K-fold cross-validation is considered superior as it provides a more accurate and reliable estimate of the overall performance of the model. Sentiment analysis results show that Flip app users tend to give negative feedback on speed and security, while they give positive feedback on cost. Therefore, the main recommendation is that the company PT Fliptech Lentera Inspirasi Pertiwi improves the speed and security aspects to increase user satisfaction with the Flip application. Therefore, this customer-centric service will continue to prioritize user satisfaction as its primary goal.