Analisis Sentimen Data Ulasan Pengguna Aplikasi DLU Ferry Menggunakan Metode Lexicon dan Word Cloud

Ananda, Denisha and Rachmawati, Firda (2024) Analisis Sentimen Data Ulasan Pengguna Aplikasi DLU Ferry Menggunakan Metode Lexicon dan Word Cloud. Project Report. [s.n], [s.l.]. (Unpublished)

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Abstract

Aplikasi DLU Ferry yang dirilis oleh PT Dharma Lautan Utama untuk mempermudah pelanggan dalam memesan tiket kapal secara daring, namun masih menghadapi tantangan dalam memberikan layanan yang optimal. Metode yang digunakan dalam penelitian ini mencakup pendekatan berbasis leksikon (Lexicon-Based) menggunakan VADER dan visualisasi data melalui Word Cloud. Data diambil dari ulasan aplikasi di Google Play Store sejak Maret 2018 hingga Januari 2024, yang mencakup 1.791 ulasan. Hasil analisis sentimen menunjukkan bahwa sebagian besar ulasan bersifat netral, dengan distribusi sentimen positif meningkat seiring dengan peningkatan peringkat (rating) yang diberikan oleh pengguna. Visualisasi Word Cloud mengungkapkan bahwa keluhan utama pengguna meliputi ketidaksesuaian jadwal keberangkatan, gangguan teknis aplikasi, serta kurangnya keandalan dalam layanan tiket. Di sisi lain, aspek kemudahan pemesanan tiket dan pelayanan pelanggan mendapat tanggapan positif. Penelitian ini memberikan rekomendasi kepada PT Dharma Lautan Utama untuk meningkatkan keandalan aplikasi, terutama terkait jadwal keberangkatan kapal dan proses pemesanan tiket. Selain itu, perusahaan juga disarankan untuk mempertahankan kualitas layanan yang telah mendapat apresiasi pengguna. Hasil penelitian diharapkan dapat menjadi acuan bagi pengembangan layanan yang lebih baik di masa mendatang.
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The DLU Ferry application, released by PT Dharma Lautan Utama to facilitate customers in booking ferry tickets online, still faces challenges in providing optimal service. The methods used in this study include a lexicon-based approach (Lexicon-Based) using VADER and data visualization through Word Cloud. The data were sourced from application reviews on Google Play Store from March 2018 to January 2024, comprising 1,791 reviews. Sentiment analysis results indicate that most reviews are neutral, with positive sentiment distribution increasing in line with higher ratings given by users. The Word Cloud visualization revealed that the main user complaints include mismatched departure schedules, technical issues with the application, and lack of reliability in ticketing services. On the other hand, the ease of ticket booking and customer service aspects received positive feedback. This study provides recommendations for PT Dharma Lautan Utama to enhance the application's reliability, particularly concerning ferry departure schedules and ticket booking processes. Additionally, the company is advised to maintain the quality of services that have received user appreciation. The findings are expected to serve as a reference for future service improvements.

Item Type:	Monograph (Project Report)
Uncontrolled Keywords:	Analisis Sentimen, DLU Ferry, Lexicon Based, Word Cloud, DLU Ferry, Lexicon-Based Approach, Sentiment Analysis, Word Cloud
Subjects:	Q Science > QA Mathematics > QA76.9.D343 Data mining. Querying (Computer science) Q Science > QA Mathematics > QA76.9.I52 Information visualization
Divisions:	Faculty of Mathematics, Computation, and Data Science > Actuaria > 94203-(S1) Undergraduate Thesis
Depositing User:	Firda Rachmawati
Date Deposited:	03 Jan 2025 08:18
Last Modified:	03 Jan 2025 08:18
URI:	http://repository.its.ac.id/id/eprint/116101

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