Usulan Perbaikan Kualitas Layanan Telkomsel Berdasarkan Analisis Data Sentiment di Goole Play Menggunakan Text Mining

Abstract

Telkomsel is one of the telecommunications service providers with the largest market share in Indonesia. However, in 2021, Telkomsel will be included in the list of companies with the second most consumer complaints after Indihome, according to a report by the Indonesian Consumers Foundation (YLKI). The last few reviews on MyTelkomsel also show complaints from users such as login failures, bugs, network disruptions and package prices that are slowly rising. Therefore, it is necessary to conduct a sentiment analysis of user reviews so that it can be seen the priority factors that affect the complaints and proposed improvements that can be made. This study uses the latest MyTelkomsel application user review data in July 2022 on Google Play. Data was collected using Google Scraper and sentiment analysis was carried out using text mining method. Based on sentiment analysis, it was found that there were 161 reviews with positive sentiment and 156 reviews with negative sentiment. Factors that influence negative sentiment are poor signal/network, expensive package/quota prices, data security, connection speed, information compatibility, promotions and call centers. Proposed improvements using 5 Why Analysis and obtained suggestions, namely increasing the capacity of network transmitters (BTS), conducting research and collaboration in the maintenance and development of cheaper technologies, implementing a cahce system to save bandwidth usage and providing clear, easy to understand and easy to find information for users when buying a quota.