05-Analisis Sentimen Pengguna Google Play Store Terhadap Aplikasi PLN Mobile Menggunakan Algoritma ID3-Utama Aslahatul Firdaus

Abstract

PLN Mobile is a digital application service provided by Perusahaan Listrik Negara (PLN) to facilitate users in accessing various electricity services online. The increasing number of users has led to a variety of reviews on the Google Play Store including positive, negative, and neutral. These reviews are difficult to analyze manually due to their large volume and inconsistencies between ratings and review content. Therefore, sentiment analysis is needed to automatically classify sentiments. The review data was collected from the Google Play Store using web scraping techniques, totaling 6,000 reviews from December 2021 to July 2025. The ID3 algorithm achieved an average accuracy of 91%, precision 92%, recall 91%, and F1-Score of 91% in classifying sentiment. This study is expected to help PLN improve the quality of the PLN Mobile application and provide better digital electricity services for the public.