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All Journal Jurnal INFOTEL
Ulfi Saidata Aesyi
Universitas Jenderal Achmad Yani Yogyakarta, Indonesia
Computer Science & IT Electrical & Electronics Engineering

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Sentimen Topik Menggunakan Regresi Logistik dan Alokasi Dirichlet Laten sebagai Model Analisis Kepuasan Pelanggan Puji Winar Cahyo; Ulfi Saidata Aesyi; Bagas Dwi Santosa
JURNAL INFOTEL Vol 16 No 1 (2024): February 2024 (In Press)
Publisher : LPPM INSTITUT TEKNOLOGI TELKOM PURWOKERTO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20895/infotel.v16i1.1081

Abstract

Buying and selling goods now is more interesting through e-commerce or marketplaces because of the ease of carrying out online transactions. Each transaction usually generates a response from the customer. The transaction response on the Shopee platform is still in paragraph form and needs to be more specific. Therefore, this research aims to build a model analysis of customer satisfaction using the best algorithm between support vector machine (SVM), random forest, and logistic regression. This research method uses sentiment classification with logistic regression because the logistic regression algorithm has the best accuracy, with an accuracy of 90.5. Meanwhile, the SVM algorithm achieved an accuracy of 90.4, and random forest reached 90.2. The three algorithms were tested three times, splitting data train:test at 80:20, 70:30, and 60:40. The best results were obtained by splitting data at 60:40. The best model is used to predict data without labels. The prediction produces 12,844 positive sentiment comment data, 112 negative sentiment comment data, and 70 neutral sentiment comment data. The results of this research continued to topic modeling using latent dirichlet allocation (LDA) to generate a trending topic of customer satisfaction on sales products. Implications of discussing each trend topic can be used as a reference for improving products and services, especially in communicating with customers.
Co-Authors Bagas Dwi Santosa Puji Winar Cahyo