Gojek, Grab, and Maxim: Which One Has the Most Positive Sentiment?

Researchers from the State Islamic University of Sultan Syarif Kasim Riau, Muhammad Iqrom, along with four academics, analyzed the sentiment expressed in app reviews of Indonesia's three largest online transportation companies: Grab, Gojek, and Maxim in 2024.

In their journal, *Sentiment Analysis of Gojek, Grab, and Maxim Applications Using the Support Vector Machine Algorithm*, the researchers labeled three main sentiments: positive, negative, and neutral.

Neutral sentiment dominated all three apps, with Gojek having the highest percentage at 63.06%, followed by Grab at 43.83% and Maxim at 44%.

However, Maxim had the highest positive sentiment at 42.45%, while Grab and Gojek recorded 32.83% and 20.21%, respectively.

Grab had the highest negative sentiment at 23.34%, followed by Gojek at 16.74% and Maxim at 13.55%.

"This illustrates the variation in user perception of each application," the researchers wrote in their report, cited on Tuesday (May 20, 2025).

Besides analyzing positive and negative sentiments, the researchers also revealed other sentiment variables. Overall, Maxim's strengths lay in its competitive pricing and driver professionalism. In this study, Gojek showed the best performance in sentiment classification with an accuracy of 94%, followed by Maxim at 90%, and Grab at 87%.

This research analyzed the sentiment of Gojek, Grab, and Maxim app reviews found on the Google Play Store. Initially, review data from all three apps was collected using the Python programming language and the Google Play Scraper library.

The researchers used Python scraping techniques to collect data from the past year, namely 2024. As a result, Gojek, Grab, and Maxim each yielded 1800 data rows.

Sentiment labeling was done manually, with the assistance of a language expert, Dina Auliya, S.Pd, M.Pd Gr. Labeling was performed on a total of 5,400 review data, consisting of 1,800 reviews each for Gojek, Grab, and Maxim applications. The research results were published in March 2025.

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