Sentiment Analysis of User Reviews on the NU Online Application Using the Long Short-Term Memory (LSTM) Model

Abstract

This study aims to analyze user sentiment toward the NU Online application by applying a Long Short-Term Memory (LSTM) model. The research was based on 13,576 user reviews collected from the Google Play Store, which underwent preprocessing, sentiment labeling, and Exploratory Data Analysis (EDA). To ensure balanced classification, undersampling was used, resulting in 6,612 reviews equally divided into positive and negative classes. The text data was processed using tokenization and padding before being input into the LSTM model. Model training involved the use of binary crossentropy, Adam optimizer, EarlyStopping, and ReduceLROnPlateau techniques. The model achieved 93% precision, recall, and F1-score, with low error rates and strong generalization ability. EDA results showed that positive feedback mainly focused on worship features like salat schedules, while negative reviews addressed technical issues such as the azan sound. User review peaks occurred during religious periods and major updates. A Gradio-based web interface was also developed to display results and enable user-friendly access to visual sentiment insights. This implementation proves the practical potential of integrating LSTM with an interactive platform for effective sentiment analysis