| dc.description.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. | en_US |
