Sentiment Analysis of Cryptocurrency Trading Platform Service Quality on Playstore Data: A Case of Indodax
Dublin Core
Title
Sentiment Analysis of Cryptocurrency Trading Platform Service Quality on Playstore Data: A Case of Indodax
Subject
service quality; trading online cryptocurrency; indodax, google play store data; sentiment analysis; lexicon classification method; lexicon based
Description
Indodax is one of the cryptocurrency trading platforms in Indonesia that has the highest sentiment for the quality they provide,
good quality on a platform is an important factor in obtaining user satisfaction and will have an impact on the long-term
success of a company. The importance of user satisfaction on cryptocurrency online trading platforms is a significant factor in
increasing user loyalty in today's competition. This research was conducted to analyze the quality of existing cryptocurrency
trading platform services so that they can be input for cryptocurrency trading service providers to improve the quality of their
services, this information can also be considered by prospective platform users in choosing a trading platform that has the best
quality of service to minimize losses that may be caused by the platform. In this study, sentiment analysis was used for indodax
play store platform users and then processed using the lexicon classification method to produce sentiment analysis for each
significant factor of service quality. From the results of the classification carried out in this study, the results of the analysis
show that most users are satisfied and give positive sentiments related to security, namely 87.63%, positive sentiments related
to the interface design 88.46%, positive sentiments related to service & convenience by 83%, but some users also gave a slightly
positive sentiment related to administrative costs, namely 39%, and their negative sentiment was mostly related to the error &
failure system, which received more than 80% sentiment. While the recall value is 38.07%, the precision is 56.69% and the f1-
score is 45.55%. The results of this study can be concluded that there are still many important points that must be improved in
quality by the indodax platform service providers so that they can be more attractive and used by everyone.
good quality on a platform is an important factor in obtaining user satisfaction and will have an impact on the long-term
success of a company. The importance of user satisfaction on cryptocurrency online trading platforms is a significant factor in
increasing user loyalty in today's competition. This research was conducted to analyze the quality of existing cryptocurrency
trading platform services so that they can be input for cryptocurrency trading service providers to improve the quality of their
services, this information can also be considered by prospective platform users in choosing a trading platform that has the best
quality of service to minimize losses that may be caused by the platform. In this study, sentiment analysis was used for indodax
play store platform users and then processed using the lexicon classification method to produce sentiment analysis for each
significant factor of service quality. From the results of the classification carried out in this study, the results of the analysis
show that most users are satisfied and give positive sentiments related to security, namely 87.63%, positive sentiments related
to the interface design 88.46%, positive sentiments related to service & convenience by 83%, but some users also gave a slightly
positive sentiment related to administrative costs, namely 39%, and their negative sentiment was mostly related to the error &
failure system, which received more than 80% sentiment. While the recall value is 38.07%, the precision is 56.69% and the f1-
score is 45.55%. The results of this study can be concluded that there are still many important points that must be improved in
quality by the indodax platform service providers so that they can be more attractive and used by everyone.
Creator
Kamrozi, Achmad Nizar Hidayanto, Krishna Yudhakusuma P.M., Muh. Alviazra Virgananda, Ryan Randy Suryono
Source
http://jurnal.iaii.or.id
Publisher
Professional Organization Ikatan Ahli Informatika Indonesia (IAII)/Indonesian Informatics Experts Association
Date
June 2023
Contributor
Sri Wahyuni
Rights
ISSN Media Electronic: 2580-0760
Format
PDF
Language
English
Type
Text
Files
Collection
Citation
Kamrozi, Achmad Nizar Hidayanto, Krishna Yudhakusuma P.M., Muh. Alviazra Virgananda, Ryan Randy Suryono, “Sentiment Analysis of Cryptocurrency Trading Platform Service Quality on Playstore Data: A Case of Indodax,” Repository Horizon University Indonesia, accessed January 11, 2026, https://repository.horizon.ac.id/items/show/9988.