Pengenalan Emosi terhadap Ulasan Pelanggan E-Commerce Menggunakan Deep Learning Berbasis Transformer
DOI:
https://doi.org/10.62411/tc.v23i3.11090Abstract
Penelitian ini mengeksplorasi penerapan arsitektur deep learning berbasis transformer untuk mengidentifikasi emosi dari ulasan pelanggan e-commerce berbahasa Indonesia. Menggunakan dataset yang terdiri dari 5.400 ulasan pelanggan, model ini dirancang untuk mengklasifikasikan lima kategori emosi: Happy, Sadness, Anger, Love, dan Fear. Hasil analisis menunjukkan kecenderungan pelanggan untuk berbagi pengalaman positif dengan dominasi emosi Happy dalam ulasan. Model Transformer berhasil mencapai akurasi klasifikasi keseluruhan sebesar 77,2%, dengan efisiensi waktu pelatihan yang optimal sekitar 90 detik. Evaluasi performa menggunakan confusion matrix dan metrik presisi, recall, dan F1-score memberikan wawasan tentang keefektifan model dalam membedakan emosi kompleks. Temuan ini merefleksikan potensi pemanfaatan teknologi deep learning dalam meningkatkan pemahaman terhadap perilaku pelanggan dan mendukung pengembangan strategi bisnis yang responsif. Kata kunci: Transformer, Ulasan Pelanggan, Klasifikasi Emosi
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