Sentiment Analysis of Shopee App Users on Google Play Store Using the Random Forest Method
Analisis Sentimen Pengguna Aplikasi Shopee Pada Google Play Store Menggunakan Metode Random Forest
DOI:
https://doi.org/10.21070/ups.8595Keywords:
AnalysisAbstract
This study focuses on sentiment analysis to evaluate customer satisfaction with the Shopee app, using comments posted on the Google Play Store as the primary data source. A total of 5,000 comment data were collected over a relevant timeframe, from December 2024 to March 2025. The methodology applied was classification using the Random Forest Classifier algorithm. The analysis results show that the dominant sentiment expressed by users is positive, indicating a good level of satisfaction with the app. The Random Forest model successfully achieved an accuracy of 88%. As a key contribution, this study provides up-to-date insights into customer perceptions thanks to the use of very recent data. These findings not only validate the effectiveness of Random Forest in sentiment analysis tasks but also provide valuable information for Shopee to understand user views and make strategic decisions to improve services
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