Sentiment analysis about product and service evaluation of pt telekomunikasi Indonesia tbk from tweets using textblob, naive bayes & K-NN Method

Reza Hermansyah, Riyanarto Sarno

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

12 Citations (Scopus)

Abstract

Online reviews are very important for any business that wants to control its online reputation. This allows businesses to have active and positive participation from consumers. As an information and communication company in Indonesia PT Telekomunikasi Indonesia Tbk commonly called Telkom require a customer's perspective or review to maintain the relevance of their digital products on the market. One method often used to analyze online reviews is sentiment analysis. Sentiment Analysis is used to gain an understanding of the opinions, attitudes, and emotions expressed in the mention of online by determining the emotional tone behind a series of words.This research tries to compare classifications in sentiment analysis of Telkom's product from consumer reviews written in the form of tweets on Twitter. Each tweet about Telkom digital products such as Indihome, UseeTV, and Wifi.id will be collected as data. The use of classification types will be compared to help with the accuracy of sentiment analysis based on three types of methods TextBlob, Naïve Bayes & K-NN (K-Nearest Neighbor).The best result of this research is the K-NN algorithm with an accuracy score of 75% followed by Naïve Bayes 69.44% and the last is TextBolb with 54.67%.

Original languageEnglish
Title of host publicationProceedings - 2020 International Seminar on Application for Technology of Information and Communication
Subtitle of host publicationIT Challenges for Sustainability, Scalability, and Security in the Age of Digital Disruption, iSemantic 2020
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages511-516
Number of pages6
ISBN (Electronic)9781728190686
DOIs
Publication statusPublished - 19 Sept 2020
Event2020 International Seminar on Application for Technology of Information and Communication, iSemantic 2020 - Semarang, Indonesia
Duration: 19 Sept 202020 Sept 2020

Publication series

NameProceedings - 2020 International Seminar on Application for Technology of Information and Communication: IT Challenges for Sustainability, Scalability, and Security in the Age of Digital Disruption, iSemantic 2020

Conference

Conference2020 International Seminar on Application for Technology of Information and Communication, iSemantic 2020
Country/TerritoryIndonesia
CitySemarang
Period19/09/2020/09/20

Keywords

  • Customer's Experience
  • K-NN
  • Naïve Bayes
  • Online Review
  • Sentiment Analysis
  • TextBlob

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