Sentiment Analysis and Customer Satisfaction Prediction on E-Commerce Platforms Based on YouTube Comments Using the XGBoost Algorithm

Ridho Benedictus Togi Manik; Muhammad Aqil Ramadhan; Ihsan Maulana Yusuf; Luluk Muthoharoh; Ardika Satria; Martin Clinton Tosima Manullang

arXiv · 2605.04887

Sentiment Analysis and Customer Satisfaction Prediction on E-Commerce Platforms Based on YouTube Comments Using the XGBoost Algorithm

Ridho Benedictus Togi Manik·Muhammad Aqil Ramadhan·Ihsan Maulana Yusuf·Luluk Muthoharoh·Ardika Satria·Martin Clinton Tosima Manullang

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Abstract

The exponential expansion of digital commerce in Indonesia has significantly shifted consumer interactions toward video-centric social networks, particularly YouTube. Consequently, the sheer volume of unstructured, multi-contextual comments poses a tremendous challenge for manual sentiment tracking. This study investigates and constructs a predictive model for customer satisfaction leveraging the Extreme Gradient Boosting (XGBoost) architecture coupled with Term Frequency-Inverse Document Frequency (TF-IDF) vectorization. By utilizing a secondary dataset of YouTube comments retrieved from e-commerce review videos, the raw text underwent rigorous preprocessing to generate normalized numerical features. The experimental results demonstrate that the PyCaret-optimized machine learning framework delivers superior classification resilience. Beyond standard performance metrics, lexical evaluations and feature-importance mapping uncover a notable phenomenon: e-commerce discourse is heavily infiltrated by socio-political terminologies, which ultimately influence the polarity of audience satisfaction.

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Ridho Benedictus Togi Manik, Muhammad Aqil Ramadhan, Ihsan Maulana Yusuf, Luluk Muthoharoh, Ardika Satria, Martin Clinton Tosima Manullang. 2026-05-06. Sentiment Analysis and Customer Satisfaction Prediction on E-Commerce Platforms Based on YouTube Comments Using the XGBoost Algorithm. https://arxiv.org/abs/2605.04887

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