Usulan Perbaikan Kualitas Layanan Anteraja Berdasarkan Analisis Sentimen Menggunakan Support Vector Machine

Abstract

The vast areas of Indonesia that stretch from Sabang to Merauke are the reason for the nickname of Indonesia as the largest archipelago in the world with 17,508 islands inhabited by more than 360 ethnic groups. The many needs of consumers located outside their area will require logistics services as an intermediary. Anteraja is a technology-based logistics Start Up company engaged in the expedition of courier services in Indonesia. However, there are complaints and bad reviews from users against the Anteraja company. Positive comments made by employees or consumers by word of mouth or it can also be from happy consumers who produce quality publicity. Therefore, it is necessary to do a sentiment analysis of the reviews found on Google Play to find out and provide input on the quality of service provided by the Anteraja company using the Support Vector Machine Algorithm method with the Python programming language to do sentiment analysis with 1000 Anteraja user review data. Based on the results obtained, there are 95% negative sentiments and 2% positive sentiments. Meanwhile, the accuracy obtained from SVM is 98%. Meanwhile, the factors that influence user satisfaction with giving negative reviews are the variables of reliability and responsiveness.