Public Sentiment Analysis on TikTok Social Media Regarding the Termination of J&T Express Services on Shopee Using the Support Vector Machine (SVM) Method
Analisis Sentimen Publik di Media Sosial TikTok terhadap Penghentian Layanan J&T Express pada Shopee Menggunakan Metode Support Vector Machine (SVM)
DOI:
https://doi.org/10.21070/ups.11436Keywords:
Analisis Sentimen, TikTok, Shopee, J&T Express, TF-IDF, Support Vector MachineAbstract
The termination of the partnership between Shopee and J&T Express has become a widely discussed issue among social media users, particularly on TikTok. The various comments reflect the diverse public responses to the change in logistics services. This study aims to analyze public sentiment regarding the termination of J&T Express services on Shopee using the Support Vector Machine (SVM) method. The research data was obtained through a scraping process of 5,760 comments. After preprocessing, 5,697 comments were obtained, which were used in the analysis process. The sentiment labeling process was carried out using a lexicon-based approach and manually validated to improve labeling quality. Next, word weighting was carried out using Term Frequency–Inverse Document Frequency (TF-IDF), dividing the data into 80% training data and 20% test data, and then the classification process using the Support Vector Machine (SVM) algorithm. The test results showed that the SVM model achieved an accuracy of 77,54% and was able to classify public sentiment into positive, negative, and neutral categories. The results of the study show that the combination of the TF-IDF and Support Vector Machine (SVM) methods can be used to analyze public sentiment towards the issue of terminating cooperation between Shopee and J&T Express with a fairly good level of accuracy.
References
F. I. Amrina and W. P. Primandhana, “Analisis pengaruh perkembangan teknologi informasi dan komunikasi serta pendidikan terhadap pertumbuhan ekonomi,” FORUM EKONOMI: Jurnal Ekonomi, Manajemen dan Akuntansi, vol. 24, no. 2, pp. 483–487, Apr. 2022, doi: 10.30872/jfor.v24i2.10885
I. Mahbubah and S. Y. Putri, “Dampak Perubahan Perilaku Konsumen Saat Pandemi COVID-19 pada Peningkatan Penjualan E-Commerce pada Kab. Sumenep,” BAJ: Behavioral Accounting Journal, vol. 4, no. 1, pp. 239–248, Jun. 2021, doi: 10.33005/baj.v4i1.119.
R. Fandiyanto, Ediyanto, R. Rachman, R. K. Sari, N. Faiza, D. Widiarti, and H. Syahputra, “Business Fight of Indonesian E-Commerce Platforms and Its Impact on Consumer Behavior of Tokopedia, Lazada and Shopee Indonesia Platforms,” International Journal of Social Science and Business, vol. 9, no. 1, pp. 196–211, Mar. 2025, doi: 10.23887/ijssb.v9i1.91289.
D. Sudiantini, M. P. Ayu, M. C. A. S. Aswan, M. A. Prastuti, and M. Apriliya, “Transformasi Digital: Dampak, Tantangan, dan Peluang untuk Pertumbuhan Ekonomi Digital,” Trending: Jurnal Manajemen dan Ekonomi, vol. 1, no. 3, pp. 21–30, May 2023, doi: 10.30640/trending.v1i3.1115.
N. T. Hapsari, “Kompetisi Plat Form E-Commerce Ditinjau Dari Hukum Persaingan Usaha,” Kasasi: Journal of Law, vol. 1, no. 1, pp. 1–22, Mar. 2024.
D. Gunawan, Keputusan Pembelian Konsumen Marketplace Shopee Berbasis Social Media Marketing. Medan, Indonesia: PT Inovasi Pratama Internasional, 2022. ISBN: 978-623-99228-8-7.
R. Wulandari, M. Fadhilah, and A. D. Cahya, “Improve Online Purchasing Decisions Through Lifestyle, Risk Perception, and Consumer Trust in Shopee International Indonesia,” Journal Research of Social Science, Economics, and Management, vol. 5, no. 1, pp. 2810–2821, Aug. 2025, doi: 10.59141/jrssem.v5i1.949.
A. Juhria, N. Meinitasari, F. I. Fauzi, and A. Yusuf, “Pengaruh E-Service Quality terhadap Kepuasan Pelanggan di Aplikasi E-Commerce Shopee,” Jurnal Manajemen, vol. 13, no. 1, pp. 55–62, Mar. 2021, doi: 10.30872/jmmn.v13i1.9132.
A. M. Hikmah, M. Mahmud, and T. A. Darodjat, “Modeling the Drivers of Online Purchase Decisions: An Empirical Study of Shopee Users in Indonesia,” International Journal of Accounting, Management, and Economics Research, vol. 3, no. 1, pp. 77–95, Jan. 2025.
R. A. Widitya, M. Rafi, and A. F. Yusha, “Evaluasi Kualitas Layanan dalam E-Commerce: Studi Kasus pada Platform Shopee,” Journal of Management and Creative Business, vol. 2, no. 4, pp. 290–297, Oct. 2024, doi: 10.30640/jmcbus.v2i4.3307.
R. A. Firdaus and B. Astuti, “Analisis Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan E-Commerce Shopee,” Jurnal Informatika Ekonomi Bisnis, vol. 6, no. 4, pp. 765–769, Sep. 2024.
R. R. Mardhotillah and B. M. Wibawa, “E-Service Quality Factors and Customer Satisfaction in Shopee’s ECommerce Platform,” Journal of Applied Management and Business, vol. 6, no. 1, pp. 22–34, Jul. 2025, doi: 10.37802/jamb.v6i1.1050
A. D. Sartika and Murniyati, “Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Pelanggan Shopee Express,” Jurnal Manajemen Ekonomi dan Akuntansi, vol. 2, no. 1, pp. 104–111, Oct. 2025.
S. Syafrianita, A. Purnomo, and M. Faisal Nasrudin, “Investigasi Hubungan Antara Advanced Technology, Logistics Service Cost, dan Logistics Performance di Shopee Express Bandung Raya,” LAND JOURNAL, vol. 6, no. 1, pp. 253–265, Jan. 2025, doi: 10.47491/landjournal.v6i1.4038.
A. B. Satriawan, S. F. Az-Zahra, O. A. Nugraha, C. R. Alcapoon. S, and M. D. Kanza, “Analisis Risiko Pengiriman Shopee Express dalam Perspektif Pengguna di Kota Bandung dan Perspektif Internal Perusahaan,” Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi, vol. 2, no. 2, pp. 206–218, Jan. 2024, doi: 10.572349/neraca.v2i2.886.
A. P. Tedjakusuma, K. R. Harly, and E. Andajani, “Essential Drivers of Customer Satisfaction in Using Shopee Apps: A Perspective of Logistic Service Dimensions,” Journal of Business & Banking, vol. 13, no. 2, pp. 193211, Mar. 2024, doi: 10.14414/jbb.v13i2.4165.
D. P. Faeni, A. B. Samosir, D. Ramadhan, F. Y. Qoirawan, and I. A. Setyawan, “Analisis Penerapan Model Transportasi sebagai Upaya Efisiensi Biaya Distribusi (Studi Kasus pada PT Shopee International Indonesia),” CENDEKIA: Jurnal Penelitian dan Pengkajian Ilmiah, vol. 2, no. 5, pp. 707–715, May 2025.
A. Fauzi and A. H. Yunial, “Analisis Sentimen US Airline pada Media Sosial Twitter/X Menggunakan Perbandingan Algoritma Data Mining,” JEPIN (Jurnal Edukasi dan Penelitian Informatika), vol. 10, no. 2, pp. 277–286, Aug. 2024, doi: 10.26418/jp.v10i2.76024.
R. Aditiya, W. M. Fauzan, R. Pringgandani, and R. Al Ihsan, “Analisis Sentimen Terhadap Ulasan Aplikasi Shopee di Google Play Menggunakan Metode SVM,” Kohesi: Jurnal Sains dan Teknologi, vol. 9, no. 4, pp. 7180, Jul. 2025.
M. H. Arfian, H. S. Maruhawa, A. A. Putri, D. Ratulugina, E. R. Khoirunnisa, V. Hermawan, and A. J. Syahr, “Analisis Sentimen Pada Media Sosial Menggunakan Metode Support Vector Machine,” Jurnal Ilmu Teknik dan Komputer, vol. 9, no. 1, pp. 1–6, Jan. 2025, doi: 10.22441/jitkom.v9i1.001.
M. Solihat and D. Sandika, “E-Commerce di Industri 4.0,” Jurnal Ilmiah Bisnis dan Ekonomi Asia, vol. 16, no. 2, pp. 273–281, Aug. 2022.
E. Yulianto and A. Wulandari, “Dampak Perkembangan E-Commerce Terhadap Industri Jasa Transportasi dan Logistik di Era Digital,” Jurnal Pengabdian Indonesia (JPI), vol. 1, no. 2, pp. 352–365, Jul. 2025, doi: 10.62567/jpi.v1i2.724.
R. Abidin and A. Herawati, “Analisis Sentimen Publik Terhadap Kebijakan Program Tabungan Perumahan Rakyat (Tapera),” Journal of Information System and Computer, vol. 4, no. 1, pp. 13–19, Jul. 2024.
F. Bei and S. Saepudin, “Analisis Sentimen Aplikasi Tiket Online di Play Store Menggunakan Metode Support Vector Machine (SVM),” in Prosiding Seminar Nasional Sistem Informasi dan Manajemen Informatika Universitas Nusa Putra (SISMATIK), vol. 1, pp. 91–97, Sep. 2021.
G. A. Saputri and D. Alita, “Analisis Sentimen Twitter Terhadap Pemindahan Ibu Kota Negara Menggunakan Support Vector Machine,” Jurnal Informatika: Jurnal Pengembangan IT, vol. 9, no. 3, pp. 213–223, Dec. 2024.
D. Boyd and K. Crawford, “Critical Questions for Big Data: Provocations for a Cultural, Technological, and Scholarly Phenomenon,” Information, Communication & Society, vol. 15, no. 5, pp. 662–679, Jul. 2012, doi: 10.1080/1369118X.2012.678878
J. Han, M. Kamber, and J. Pei, Data Mining: Concepts and Techniques, 3rd ed. Waltham, MA, USA: Morgan Kaufmann, 2012.
Y. A. Prasetyo, E. Utami, and A. Yaqin, “Pengaruh Komposisi Split Data Terhadap Performa Akurasi Analisis Sentimen Algoritma Naïve Bayes dan SVM,” Journal of Electrical Engineering and Computer (JEECOM), vol. 6, no. 2, pp. 382–390, Oct. 2024
H. C. Husada and A. S. Paramita, “Analisis Sentimen Pada Maskapai Penerbangan di Platform Twitter Menggunakan Algoritma Support Vector Machine (SVM),” Teknika, vol. 10, no. 1, pp. 18–26, Mar. 2021.
Y. Fauziah, B. Yuwono, and A. S. Aribowo, “Lexicon Based Sentiment Analysis in Indonesia Languages: A Systematic Literature Review,” RSF Conference Series: Engineering and Technology, vol. 1, no. 1, pp. 363367, Jan. 2022.
O. I. Gifari, M. Adha, I. R. Hendrawan, and F. F. S. Durrand, “Analisis Sentimen Review Film Menggunakan TF-IDF dan Support Vector Machine,” Journal of Information Technology, vol. 2, no. 1, pp. 36–40, Mar. 2022.
N. Fitriyah, B. Warsito, and D. A. I. Maruddani, “Analisis Sentimen Gojek Pada Media Sosial Twitter Dengan Klasifikasi Support Vector Machine (SVM),” Jurnal Gaussian, vol. 9, no. 3, pp. 376–390, Aug. 2020
T. Tupari, S. Abdullah, and C. Chairani, “Visualisasi Data Analisa Sentimen RUU Omnibus Law Kesehatan Menggunakan KNN dengan Software RapidMiner,” Jurnal Informatika: Jurnal Pengembangan IT, vol. 8, no. 3, pp. 261–268, Sep. 2023, doi: 10.30591/jpit.v8i3.5641
Downloads
Additional Files
Posted
Categories
License
Copyright (c) 2026 UMSIDA Preprints Server
This work is licensed under a Creative Commons Attribution 4.0 International License.
