Penerapan Naive Bayes Terhadap Sentimen Analisis Media Sosial Twitter Pengguna Commuter Line

Authors

  • Sunarti Sunarti Universitas Bina Sarana Informatika https://orcid.org/0000-0001-8899-8458
  • Frisma Handayanna Informatika, Universitas Nusa Mandiri
  • Dewi Ayu Nur Wulandari Universitas Bina Sarana Informatika

DOI:

https://doi.org/10.62411/tc.v23i4.11497

Abstract

Commuter Line ialah salah satu sektor pelayanan publik dibidang transportasi banyak dipergunakan oleh masyarakat saat ini. Sesuai perkembangan teknologi banyak opini masyarakat terhadap pelayanan Commuter Line beredar secara online, untuk menyampaikan opininya masyarakat menggunakan media sosial seperti Twitter. Media Twitter dapat dijadikan sebagai bahan evaluasi peningkatan kualitas layanan. Twitter memudahkan pelanggan untuk menyampaikan keluhan serta pendapat terkait layanan seperti PT KAI Commuter. Untuk memahami komentar pelanggan, persepsi layanan publik, dan mendapatkan opini baru maka perlu dilakukan analisis sentimen terhadap pelayanan Commuter Line. Analisis sentimen ini bertujuan untuk mengklasifikasikan tweets masyarakat terhadap layanan Commuter Line ke dalam sentimen complain dan not complain dengan menggunakan metode Naive Bayes. Metode ini mempunyai tingkat akurasi paling tinggi dalam pengklasifikasian analisis sentimen. Data yang diunduh dari Twitter menggunakan aplikasi RapidMiner sebanyak 1.010 tweet dan data validasi sebanyak 1.003 tweets. Pada akhir tahap penelitian diperoleh accuracy 78,11%, precision 81,76%, recall 72,51%, dan AUC yang didapat sebesar 0,814.   Kata kunci: Analisis sentimen; Commuter Line; Twitter; Naive Bayes

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Published

2024-11-27

Issue

Vol. 23 No. 4 (2024): November 2024

Section

Articles

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Copyright (c) 2024 Sunarti Sunarti, Frisma Handayanna, Dewi Ayu Nur Wulandari

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