Sentiment Analysis of Online Vehicle Tax Renewal Application Users Using Support Vector Machine Algorithm

Abstract

This study examines user sentiment towards online vehicle tax renewal applications by utilizing the Support Vector Machine (SVM) algorithm. The data was collected from user reviews on the Google Play Store for three major applications: New Sakpole, Sapawarga, and Timsalut. The reviews were preprocessed through steps including normalization, case folding, tokenization, and stopword removal. The SVM algorithm was then applied to classify the reviews into positive or negative sentiments. A comparative analysis was performed with K-Nearest Neighbors (KNN) and Naïve Bayes, with SVM demonstrating the best performance, achieving an accuracy of 76.5%. In addition to accuracy, metrics such as precision, recall, and F1-score were also evaluated to provide a more comprehensive assessment of the models. The results indicate that while these applications help facilitate vehicle tax payments, there remains significant user dissatisfaction, particularly related to technical issues and usability concerns. This study offers valuable insights for application developers, highlighting areas for improvement in functionality and user experience to better meet public expectations.

Keywords

• sentimen analysis
• support vector machine
• online tax renewal
• data review
• machine learning