Sentiment Analysis on Google Play Store User Reviews of Digital Bank Applications in Indonesia

Digital payment platforms are increasingly essential in everyday life to support payment activities as well as buying and selling. The increase in the use of digital payment modes has resulted in a wide variety of sentiments given by users through the Google Play Store platform. This study aims to determine whether digital banks in Indonesia are sufficient, meet customer demands, and are relevant. The study uses sentiment analysis on user reviews from the Google Play Store to evaluate the accuracy and effectiveness of the Random Forest Classifier and Support Vector Machine Classifier algorithms. The results show that both algorithms achieve high accuracy, with the SVM method slightly outperforming the Random Forest approach. The study also reveals that user sentiment towards digital banking services is positive, with users expressing gratitude for user-friendly functions, services, apps, and quick user experiences. However, negative sentiment is expressed toward complicated systems and regulations. The study suggests that digital banks should pay more attention to customer feedback and adjust the quality of their services and products accordingly.