Santoso, Fitra Dimas Putra Imam (2026) Analisis Sentimen Pengguna Aplikasi Jenius Sebagai Dasar Peningkatan Kualitas Layanan Menggunakan Metode Support Vector Machine. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Amidst the rapid growth of digital technology in Indonesia particularly in mobile banking competition among similar applications has intensified. Jenius is one such mobile banking app with a large user base. Despite its popularity, the Jenius app holds a relatively low rating compared to its competitors. This discrepancy in user perception highlights the challenges involved in enhancing the app's performance and service quality. This study aims to identify user sentiment regarding the Jenius mobile banking app and formulate proposals for improving service quality. The research analyzed user sentiment using the Support Vector Machine (SVM) method, employing both Rating-Based and Inset Lexicon-Based labeling. Data was collected via web scraping, yielding 2,282 comments, which were split into training data (80%) and testing data (20%). The SVM classification results indicated that the Rating-Based approach delivered superior and more balanced performance. Confusion matrix evaluation revealed that the SVM model using Rating-Based labeling was more consistent in classifying positive and negative sentiments. Word cloud visualization of negative sentiments revealed that primary customer complaints centered on keywords such as "application," "login," "access," "slow/long duration," and "bank." Jenius can utilize these findings to enhance service quality by improving app performance and stability, optimizing login and verification systems, accelerating service processes, and elevating the quality of digital banking services. These improvements are expected to boost the app's rating as well as user satisfaction and loyalty.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD30.213 Decision Support Systems T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering T Technology > T Technology (General) > T58.6-58.62 Management Information Systems |
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| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Fitra Dimas Putra Imam Santoso | ||||||||
| Date Deposited: | 02 Sep 2026 02:41 | ||||||||
| Last Modified: | 02 Sep 2026 02:41 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/59578 |
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