ANALISIS SENTIMEN REVIEW KEPUASAN PENGGUNA TERHADAP APLIKASI PLN MOBILE DALAM GOOGLE PLAYSTORE MENGGUNAKAN ALGORITMA NAIVE BAYES

Vincentius Ludwig Putra Widianto, . (2024) ANALISIS SENTIMEN REVIEW KEPUASAN PENGGUNA TERHADAP APLIKASI PLN MOBILE DALAM GOOGLE PLAYSTORE MENGGUNAKAN ALGORITMA NAIVE BAYES. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

PLN Mobile is an application provided by PT Perusahaan Listrik Negara (PLN),which is part of the transformation carried out by the company by creating a mobile application aimed at improving their service to customers. With more than 218.73 million users, it is necessary to review the satisfaction of users of the PLN Mobile application. Sentiment analysis is one method that can be used to assess user satisfaction with the application. The assessment will be based on data sourced from the application review column available on the Play Store. The Naive Bayes algorithm is used for sentiment classification modelling, which will be evaluated using a confusion matrix to assess the level of classification accuracy. The results of the study indicate that with a sample of 600 data, the PLN Mobile application achieves a high satisfaction rate, demonstrated by a 90.48% percentage for positive sentiment and 9.52% for negative sentiment, with the focus of satisfaction centering on its service. However, there are areas that PLN Mobile needs to pay attention to, particularly regarding its complaint feature. Based on the testing results of the classification model using Naive Bayes, an accuracy rate of 90% was achieved

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2010512107] [Pembimbing 1: Ermatita] [Pembimbing 2: Nindy Irzavika] [Penguji 1: I Wayan Widi Pradnyana] [Penguji 2: Tri Rahayu]
Uncontrolled Keywords: PLN Mobile,Sentiment Analysis, User Satisfactory, Naive Bayes
Subjects: Q Science > Q Science (General)
Q Science > QA Mathematics
Divisions: Fakultas Ilmu Komputer > Program Studi Sistem Informasi (S1)
Depositing User: VINCENTIUS LUDWIG PUTRA WIDIANTO
Date Deposited: 30 Sep 2024 02:47
Last Modified: 30 Sep 2024 02:47
URI: http://repository.upnvj.ac.id/id/eprint/31717

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