Opinion Mining of Gojek User Satisfaction from Social Media Platform X Using SVM Methods

Transportation is a necessary component of human life. In recent years, social media has become a significant platform for expressing opinions, aspirations, criticism, and suggestions to the general public through text, videos, and images. Users can freely provide input and express opinions. One of the most popular social media applications for expressing opinions is Twitter, which rebranded to X in 2023. Users can discuss a wide range of topics including sports, entertainment, technology, culinary arts, politics, and social issues that are currently viral or trending. A particularly popular topic among X users is the review of various products, places, services, and experiences. Among the frequently discussed services are transportation services. One of the most widely used means of transportation today is online motorcycle taxis, with Gojek being the leading application in Indonesia. This paper aims to analyze the sentiment level of satisfaction among users of online motorcycle taxi services, specifically Gojek, by collecting user reviews from the social media platform and conducting tweet sentiment analysis.