Mining Customers Opinion on Services and Applications of Mobile Payment Companies in Indonesia Using Sentiment Analysis Approach

Abstract

The development of technology and digital has also increased the ease of accessing the internet. One aspect of daily life that are affected by the adoption of technology and the internet is the field of payment transactions. Payment transactions are inseparable from everyday life. At this time with the development of technology, payment transactions can be done with the more practical, easy, safe and convenient. The technology is called Financial Technology. Mobile payment is a service that is part of financial technology. The aspects contained in the mobile payment are top up, transfers, cash withdrawals, online payment, and offline payments. Classifications of reviews from Twitter are classified using Support Vector Machine. The results of this study are Go-Pay and OVO must pay attention to every aspect and improve every aspect, of course, to increase customer satisfaction. The accuracy level of the classification model produced for bigram is 92% (Go-Pay) and 93% (OVO). It also shows that sentiment analysis using bigram can improve accuracy level.