Emotion Mining User Review of the BRImo Mobile Banking Application Using the Decision Tree Algorithm

Abstract

As consumer transaction preferences shifted from analog to digital, banks were compelled to develop digital transactions in the form of mobile banking. Users of mobile banking provide feedback regarding the application's usability. The opinions of users can be emotive. Emotions influence what a person emits or applies. Emotions are the behavioral response of a person when he is happy or unhappy. Thus, the manifestation of a person's emotions, whether in the form of facial expressions, verbal communication, written text, or judgment, can be used as a source of information to aid in decision making. The objective of this study is to apply emotion mining to the analysis of user evaluations of the BRImo application, one of the three most popular platforms in Indonesia as of August 2022, with a total of 800,000 reviews on the Play Store. Emotion Mining can be used to analyze the four categories of emotions expressed by users in the comments section: happy, angry, sad, and afraid. According to BRImo user evaluations, the decision tree algorithm is used to categorize happy, sad, afraid, and angry feelings. Using a decision tree to manage large data category sets is effective. The obtained dataset included 2959 happy classes, 2196 sad classes, 387 angry classes, and 81 scared classes. According to the findings of the analysis, a significant number of users of the BRImo application express positive sentiments in their evaluations, which are indicative of happy emotions. The Decision Tree algorithm yields results with a performance specification of 84.5%, sensitivity of 85.5%, and precision of 84.4%.