COMPARISON OF SUPPORT VECTOR MACHINE RADIAL BASE AND LINEAR KERNEL FUNCTIONS FOR MOBILE BANKING CUSTOMER SATISFACTION ANALYSIS

  • Putri Taqwa Prasetyaningrum Universitas Mercu Buana Yogyakarta
  • Nurul Tiara Kadir Universitas Mercu Buana Yogyakarta
  • Albert Yakobus Chandra Universitas Mercu Buana Yogyakarta
  • Irfan Pratama Universitas Mercu Buana Yogyakarta
DOI: https://doi.org/10.33005/ijconsist.v4i1.75
Keywords: Sentiment Analysis, Support Vector Machine, Kernel RBF and Kernel Linear

Abstract

Banking services using mobile banking applications, including Indonesian state bank (called BRI). A study on feedback regarding BRI services based on mobile applications was done. In order to compete with other banks, that is used to enhance and modernize the quality of BRI services provided to clients. Based on phenomena that occur in these situations. This study aims to classify comments from users of the BRI Mobile Banking Application on Google Play services into positive and negative comment sentiments. In this study, the Support Vector Machine (SVM) technique is utilized to determine between positive or negative reviews. The sentiment analysis of BRI google play data was carried out by comparing the Radial Basis Function (RBF) kernel function and the Linear kernel. As well as the experiment of adding feature selection, parameters, and n-grams for a period of two years, from January 1st,, 2017 to December 31st, 2018. The results of the study using the k-fold cross-validation test, the precision value of the SVM kernel linear is 90.80 percent and the SVM kernel RBF is 90.15 percent. In the RBF kernel, there are 1,816 positive classes and 1,455 negative classes. While the Linear kernel obtained a positive class of 1,734 and a negative class of 1,637.

Published
2022-11-26
How to Cite
Putri Taqwa Prasetyaningrum, Nurul Tiara Kadir, Albert Yakobus Chandra, & Irfan Pratama. (2022). COMPARISON OF SUPPORT VECTOR MACHINE RADIAL BASE AND LINEAR KERNEL FUNCTIONS FOR MOBILE BANKING CUSTOMER SATISFACTION ANALYSIS. IJCONSIST JOURNALS, 4(1), 10-16. https://doi.org/10.33005/ijconsist.v4i1.75
Issue
Vol 4 No 1 (2022): September
Section
Articles

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.