What question did this study set out to answer?

The study aims to analyze customer sentiments expressed in reviews of the BSI mobile app using machine learning techniques.

April 18, 2026

A Machine Learning-Based Sentiment Analysis of Customer Reviews on Sharia Bank of Indonesia (BSI) Mobile App on Google Play Store

NINur IzzatyUniversitas Syiah Kuala MIMuhammad Waleed IqbalIslamia University of Bahawalpur RARiski Arifin

Key Points

The study aims to analyze customer sentiments expressed in reviews of the BSI mobile app using machine learning techniques.
Utilized machine learning algorithms for sentiment analysis
Collected customer reviews from the Google Play Store
Analyzed sentiments for trends and patterns
Identified positive and negative sentiment trends in reviews
Provided insights into customer satisfaction levels
Suggested improvements based on sentiment analysis findings

Abstract

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