https://mail.insyma.org/proceedings/files/original/articles/Jutono_Gondohanindijo.pdf Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Proceedings of the International Symposium on Management (INSYMA) (Vol 22, 2025) Proceedings meta_title Sentiment Analysis of Shopee App Reviews on Google Play Store Using Machine Learning Models Author #1 Fanuel Oley Author #2 Jutono Gondohanindijo 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. keywords a;b;c;d Sentiment Analysis, Shopee, Machine Learning, Naive Bayes, SVM, Neural Network publication_date 2025/06/20 2025/06/15 pdf_url https://insyma.org/proceedings/files/articles/Jutono_Gondohanindijo.pdf abstract_html_url https://insyma.org/proceedings/items/show/ https://insyma.org/proceedings/items/show/393 firstpage 505 lastpage 509 issn 3047-857X 3047-857X conference Proceedings of the International Symposium on Management (INSYMA) Proceedings of the International Symposium on Management (INSYMA) publisher_name Fakultas Bisnis dan Ekonomika, Universitas Surabaya Fakultas Bisnis dan Ekonomika, Universitas Surabaya no article 82 Volume 22 authors Fanuel Oley, Jutono Gondohanindijo Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Sentiment Analysis of Shopee App Reviews on Google Play Store Using Machine Learning Models Creator An entity primarily responsible for making the resource Fanuel Oley, Jutono Gondohanindijo