Muhammad Mitchell Tri Octaviano Syaifullah, . (2024) ANALISIS SENTIMEN PELANGGAN DALAM LAYANAN LOGISTIK ANTER AJA DARI MEDIA SOSIAL X/TWITTER MENGGUNAKAN ALGORITMA SUPPORT VECTOR MACHINE. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The advancement of technology has significantly impacted the economic field, particularly in shopping habits. People now shop online instead of visiting physical stores, necessitating reliable courier services for delivery. Anteraja, a frequently used courier service, often receives complaints about delayed or damaged packages on social media platforms like X/Twitter. This study analyzes consumer sentiment towards Anteraja's services using Support Vector Machine (SVM) methodology on tweets collected from January to June 2024 via Tweet Harvest version 2.6.1. After preprocessing the data (including cleansing, case folding, normalization, tokenization, stopword removal, and stemming), sentiment labeling is done using the Lexicon Based method and VaderSentiment. The labeled data is then classified into positive, negative, and neutral sentiments using SVM. The classification results show precision rates of 82%, 88%, and 81%, recall rates of 79%, 84%, and 90%, and F1-scores of 80%, 86%, and 85% for positive, negative, and neutral sentiments, respectively. The overall classification accuracy is 84%. This analysis aims to help Anteraja improve their services by responding to consumer feedback more effectively.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil : 2010511126] [Pembimbing : Indra Permana Solihin, Nurul Afifah Arifuddin] [Penguji1 : Widya Cholil] [Penguji2 : Iin Ernawati] |
| Uncontrolled Keywords: | Sentiment Analysis, Anter Aja, X/Twitter, Support Vector Machine |
| Subjects: | Q Science > QA Mathematics > QA75 Electronic computers. Computer science Q Science > QA Mathematics > QA76 Computer software |
| Divisions: | Fakultas Ilmu Komputer > Program Studi Informatika (S1) |
| Depositing User: | MUHAMMAD MITCHELL TRI OCTAVIANO SYAIFULLAH |
| Date Deposited: | 31 Jul 2024 06:55 |
| Last Modified: | 30 Sep 2024 07:49 |
| URI: | http://repository.upnvj.ac.id/id/eprint/31883 |
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