Sentiment Analysis of Shopee App Reviews on Google Play Store Using Machine Learning Models

Dublin Core

Title

Sentiment Analysis of Shopee App Reviews on Google Play Store Using Machine Learning Models

Creator

Fanuel Oley, Jutono Gondohanindijo

Proceedings Item Type Metadata

meta_title

Sentiment Analysis of Shopee App Reviews on Google Play Store Using Machine Learning Models

Abstract/Description

This study aims to analyze user reviews of the Shopee application on the Google Play Store using machine learning models to classify sentiments into positive, neutral, and negative categories. Data collection was carried out by web scraping, resulting in 4,000 review samples. The preprocessing steps included cleaning, tokenization, stopword removal, stemming, and TF-IDF vectorization. Three classification algorithms were tested, namely Naive Bayes, Support Vector Machine (SVM), and Neural Network. Evaluation results showed that the Naive Bayes model achieved the highest accuracy at 81.2%, followed by SVM at 78.6%, and Neural Network at 75%. Furthermore, a sentiment analysis dashboard was developed using Gradio and deployed through Hugging Face to facilitate marketing decision-making based on user perceptions. This research proves the effectiveness of machine learning in sentiment analysis and offers actionable insights to enhance customer satisfaction.

publication_date

2025/06/15

pdf_url

https://insyma.org/proceedings/files/articles/Jutono_Gondohanindijo.pdf

abstract_html_url

https://insyma.org/proceedings/items/show/393

keywords

Sentiment Analysis, Shopee, Machine Learning, Naive Bayes, SVM, Neural Network

firstpage

505

lastpage

509

issn

3047-857X

conference

Proceedings of the International Symposium on Management (INSYMA)

Volume

22

publisher_name

Fakultas Bisnis dan Ekonomika, Universitas Surabaya

Author #1

Fanuel Oley

Author #2

Jutono Gondohanindijo

no article

82

authors

Fanuel Oley, Jutono Gondohanindijo

Files

Jutono_Gondohanindijo.pdf

Citation

Fanuel Oley, Jutono Gondohanindijo, “Sentiment Analysis of Shopee App Reviews on Google Play Store Using Machine Learning Models,” Proceedings of the International Symposium on Management (INSYMA), accessed July 1, 2025, https://insyma.org/proceedings/items/show/393.

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