Sentiment Analysis: Indonesia Netflix User's Comment Using Multiple Lexicon-Based Dictionaries

A subscription movie streaming service from the United States, Netflix, has been present in Indonesia since 2016 and provides a wide variety of films without showing any single advertisements that can be viewed from anywhere, as long as there is access to the internet. Despite these advantages, many users have complained through the Google Play Store's comments column. Some of the common complaints include frequent buffering and connectivity issues, dissatisfaction with the limited selection of Indonesian movies, lack of subtitles for specific languages, or pricing concerns have also been raised. In this study developed two combined scenario methods using the InSet and SentiStrength_id dictionary to obtain better performance and compare them against independent InSet and SentiStrength_id. This study collected users' comments for the Netflix app in the Google Play Store as a dataset using web scraping techniques through the Google Collaboration tool. The dataset contains 3250 rows spanning the period from January 22, 2024, through June 6, 2024. To ensure proper processing of the text, data cleaning, lowercasing, normalization, tokenization, stemming, and stopwords removal are conducted. The results show that most user opinions are negative. The InSet dictionary has an accuracy of 92%, SentiStrength_id 78%, Combined scenario 1 is 87%, and scenario 2 reaches the highest among others which is 92.52%.