Sentiment Analysis for Go-Jek on Google Play Store

Abstract

Go-Jek is one of the most popular providers of online transportation services in Indonesia that has now grown to become the on-demand mobile platform and the leading application that provides a full range of services ranging from transportation, logistics, payments, food delivery services, and various other services. Compared to similar services from its competitors, Go-Jek is still ranked first. In order to maintain the best service to consumers, Go-Jek must be able to improve service in various aspects continuously. One of them is the GoJek application on the Google Play Store. This study aims to measure the extent of the sentiment analysis results given by customers to Go-Jek through the comments column on the Play Store. Customer opinion is taken to get positive, negative or neutral comments.