Manalu, Mutiara Rotua Hotmauli (2024) Monitoring Kualitas Aplikasi BCA Mobile Berdasarkan Ulasan di Play Store. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Pada era digital saat ini, popularitas aplikasi mobile banking sangat tinggi, terutama aplikasi BCA mobile yang mendominasi di Indonesia. Banyaknya pengguna dari aplikasi BCA mobile, sering kali membuat munculnya berita hampir disetiap bulannya tentang keluhan dari para pengguna BCA mobile terkait transaksi gagal, tidak bisa login, dan lain sebagainya. Google Play Store sendiri menyediakan kolom komentar yang menjadi salah satu tempat para pengguna aplikasi untuk menyampaikan ulasan. Penelitian ini menggunakan metode Naïve Bayes Classifier untuk menganalisis sentimen ulasan, mengklasifikasikan ulasan tersebut menjadi sentimen positif atau negatif. Hasilnya menunjukkan bahwa sebesar 57% merupakan ulasan negatif, terutama terkait verifikasi dan penggunaan aplikasi. Hasil dari klasifikasi sentimen tiap ulasan akan dilakukan monitoring terhadap proporsi sentimen negatif dengan menggunakan diagram kendali Laney P', yang menunjukkan kontrol statistik baik pada data aktual maupun prediksi. Dengan akurasi 86,8% dari model NBC, selanjutnya dilakukan monitoring dengan peta kendali dan diketahui bahwa jumlah sentimen negatif terkendali dengan baik, yang menunjukkan stabilitas dalam pengelolaan dan tidak adanya perubahan signifikan dalam performa aplikasi BCA Mobile.
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In the current digital era, the popularity of mobile banking applications is very high, especially the BCA mobile application which dominates in Indonesia. The large number of users of the BCA mobile application often results in news appearing almost every month about complaints from BCA mobile users regarding failed transactions, not being able to log in, and so on. Google Play Store itself provides a comments column which is a place for application users to submit reviews. This research uses the Naïve Bayes Classifier method to analyze review sentiment, classifying the reviews into positive or negative sentiment. The results showed that 57% were negative reviews, especially regarding verification and application use. The results of the sentiment classification for each review will be monitored for the proportion of negative sentiment using the Laney P' control chart, which shows statistical control on both actual and predicted data. With an accuracy of 86.8% from the NBC model, monitoring was then carried out with a control chart and it was found that the number of negative sentiments was well controlled, which shows stability in management and no significant changes in the performance of the BCA Mobile application.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Analisis Sentimen, BCA Mobile, Diagram Kendali Laney p', Naïve Bayes Classifier; Sentiment Analysis, Laney p' Control Chart |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. Q Science > QA Mathematics > QA76.6 Computer programming. |
| Divisions: | Faculty of Vocational > 49501-Business Statistics |
| Depositing User: | Mutiara Rotua Hotmauli Manalu |
| Date Deposited: | 15 Feb 2024 06:04 |
| Last Modified: | 15 Feb 2024 06:04 |
| URI: | http://repository.its.ac.id/id/eprint/107124 |
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