ANALISIS SENTIMEN TANGGAPAN PELANGGAN INDIHOME DI PLATFORM SOSIAL MEDIA FACEBOOK DAN TWITTER MENGGUNAKAN SUPPORT VECTOR MESIN DAN PENDEKATAN KLASIFIKASI NAÏVE BAYES (STUDI KASUS: PT. TELKOM INDONESIA)

Suzuki Syofian Norman; Dhino Rahmad Kusuma; Linda Nur Afifa

doi:10.70746/jstunsada.v13i1.221

Authors

Suzuki Syofian Norman Universitas Darma Persada
Dhino Rahmad Kusuma Program Studi Teknologi Informasi Universitas Darma Persada
Linda Nur Afifa Program Studi Teknologi Informasi Universitas Darma Persada

DOI:

https://doi.org/10.70746/jstunsada.v13i1.221

Keywords:

Sentiment Analysis, Support Vector Machine, Naïve Bayes

Abstract

In the digital era, the internet has become an inseparable part of everyday life, including the ease of finding information and sharing opinions through social media such as Twitter and Facebook. On these two platforms, users can provide reviews about products, including IndiHome services. The large number of reviews on social media reflects the high level of feelings users have for the service. However, currently PT. Telkom Indonesia does not fully know the opinions and reviews of IndiHome customers on social media, both positive and negative. This study aims to improve understanding of the positive and negative opinions of customers towards IndiHome and to compare the effectiveness of the Support Vector Machine and Naive Bayes algorithms in sentiment analysis. Thus, PT. Telkom Indonesia can take the necessary steps to increase public trust in IndiHome and evaluate the performance of the classification results using the Support Vector Machine and Naïve Bayes methods. The data used in this study amounted to 5000 data, but after the data preparation stage, the remaining 2000 data. From the data that has gone through the preparation stage, there are 638 data with positive sentiment and 1341 data with negative sentiment. The test results on the Support Vector Machine model achieve an accuracy of 91%, while the Naive Bayes model achieves an accuracy of 85%.

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