Abstract
The development of the internet has changed people's lifestyle with the existence of FinTech. One of the popular FinTech innovations is the Flip digital wallet application. In this study, aspect-based sentiment analysis was carried out on Flip user reviews using the naive bayes algorithm. The test results show high accuracy, with an average accuracy of 0.84. The naive bayes algorithm is effective in classifying user reviews based on aspects of speed, security, and cost, with accuracies of 0.80, 0.87, and 0.84, respectively. This research provides important insights for service providers to improve service performance and innovation. The labelling data generated the most sentiment 0 (no sentiment), followed by sentiment 1 (positive) and 2 (negative). Negative sentiments have a high frequency on speed and security aspects, while positive sentiments have a high frequency on cost aspects. Thus, improvements are needed to the security system and speed of the Flip application to increase user satisfaction in these aspects. The naive bayes algorithm can be a useful tool in processing review data on e-wallet applications and similar services.
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