An Extensive Exploration into the Multifaceted Sentiments Expressed by Users of the myIM3 Mobile Application, Unveiling Complex Emotional Landscapes and Insights

Abstract

This study investigates user sentiment towards the myIM3 application, an application used for telecommunication service management in Indonesia. Using text analysis and machine learning methods, we analyzed user reviews to identify dominant sentiment patterns and evaluate different classification models. Word cloud analysis, sentiment distribution, and donut plots were utilized to gain deeper insights into user preferences and issues. Results indicate that the majority of user reviews are neutral (52.2%), with 37% positive reviews and 33.4% negative reviews. Users consistently pay attention to aspects such as internet connection (Neutral: 92%, Positive: 95%, Negative: 87%) and pricing (Neutral: 92%, Positive: 92%, Negative: 93%) in their reviews. Evaluation of classification models like Decision Tree Classifier, Support Vector Machine (SVM), and Random Forest shows that the SVM model performs the best with an accuracy of 93%, high precision (Negative: 93%, Neutral: 92%, Positive: 95%), recall (Negative: 93%, Neutral: 95%, Positive: 91%), and F1-score (Negative: 93%, Neutral: 94%, Positive: 93%). These findings can serve as a basis for service improvement and better product development in the future, while also affirming the capability of text analysis and machine learning techniques in providing valuable insights for telecommunication service providers.