Web-Based Chatbot Development and User Satisfaction Analysis Using the Naive Bayes Method Through Online Questionnaires

This study aims to develop a web-based chatbot using Natural Language Processing (NLP) technology and the Naive Bayes algorithm to enhance digital interaction quality. User satisfaction was evaluated through an online survey involving 202 university students, focusing on ease of use, response speed, and relevance. The research followed the CRISP-DM framework, including data preprocessing (case folding, tokenization, stopword removal, and stemming), text transformation using the TF-IDF method, and implementation of a Naive Bayes classification model. an F1-score of 84%. Sentiment analysis revealed predominantly positive feedback, reflecting user satisfaction with the chatbot’s ease of use and response accuracy. However, some limitations, such as insufficient contextual understanding, were identified. These findings provide valuable insights into NLP-based chatbot development to support effective digital interactions. The proposed chatbot demonstrates potential applications in customer service, education, and e-commerce, with future improvements suggested to enhance contextual comprehension and scalability.