Aspect-Based Sentiment Analysis Pada Ulasan Konsumen Terhadap Kualitas Layanan PT Citilink Indonesia

Lestarie, Maisa Haifa (2024) Aspect-Based Sentiment Analysis Pada Ulasan Konsumen Terhadap Kualitas Layanan PT Citilink Indonesia. Diploma thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Transportasi udara yang menjadi moda transportasi paling sering digunakan oleh konsumen Indonesia. Terciptanya konsep penerbangan Low-Cost Carier (LCC) dimana penerbangan menerapkan strategi penurunan biaya operasional dan mengoptikmalkan biaya disetiap lini. Kompetisi maskapai penerbangan lowcost carrier yang tinggi mendorong perusahaan untuk menguatkan merek dan mengembangkan strategi. Salah satu maskapai LCC di bawah naungan Garuda Indonesia yaitu PT Citilink Indonesia sebagai upaya Garuda Indonesia untuk bersaing pada segment budget traveler. Pada pelaksanaannya PT Citilink Indonesia dinilai memberi informasi delay secara mendadak dan juga penurunan layanan call center dalam menangani keluhan penumpang. Kualitas layanan berpengaruh pada brand image dan brand trust sebagai faktor yang menentukan loyalitas konsumen. Berdasarkan hal tersebut dapat dilakukan analisis sentimen untuk mengetahui pandangan konsumen terhadap PT Citilink Indonesia dengan mengukur kualitas layanan berdasarkan aspek. Metode yang digunakan adalah Aspect Based Sentiment Analysis dengan algoritma Naïve Bayes Classifier dan word2vec. Hasil dari penelitian ini berupa sentimen negatif terhadap aspek tangible, responsiveness, reliability, dan assurance dengan aspect-based sentiment analysis menghasilkan akurasi klasifikasi kelas sentimen sebesar 89% dan kelas aspek sebesar 62%.
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Air transportation is the most frequently used mode of transportation by Indonesian consumers. The creation of the Low-Cost Carrier (LCC) flight concept where flights implement a strategy of reducing operational costs and optimizing costs in every line. High low-cost carrier airline competition encourages companies to strengthen brands and develop strategies. One of the LCC airlines under Garuda Indonesia is PT Citilink Indonesia as Garuda Indonesia's effort to compete in the budget traveler segment. In its implementation, PT Citilink Indonesia is considered to provide sudden delay information also a decrease in call center services in handling passenger complaints. Service quality affects brand image and brand trust as factors that determine consumer loyalty. Based on this, sentiment analysis can be carried out to determine consumer views on PT Citilink Indonesia by measuring service quality based on aspects. The method used is Aspect Based Sentiment Analysis with the Naïve Bayes Classifier algorithm and word2vec. The results of this study are negative sentiments towards tangible, responsive, reliability, and assurance aspects with aspect-based sentiment analysis resulting in a sentiment class classification accuracy of 89% and an aspect class of 62%.

Item Type:	Thesis (Diploma)
Uncontrolled Keywords:	Aspect-based Sentiment Analysis, Naive Bayes Classifier, PT Citilink Indonesia, Word2vec
Subjects:	T Technology > T Technology (General) > T57.5 Data Processing T Technology > T Technology (General) > T57.8 Nonlinear programming. Support vector machine. Wavelets. Hidden Markov models.
Divisions:	Faculty of Vocational > 49501-Business Statistics
Depositing User:	Maisa Haifa Lestarie
Date Deposited:	15 Feb 2024 02:01
Last Modified:	15 Feb 2024 02:01
URI:	http://repository.its.ac.id/id/eprint/107066

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