Peran internet semakin penting dalam berbagai aspek kehidupan masyarakat. Kebutuhan akan internet menjadi peluang bagi penyedia internet, salah satunya Telkom dengan IndiHome. Sebagai BUMN, Telkom berperan sebagai penyedia layanan internet untuk memenuhi kebutuhan masyarakat. Berdasarkan survei kepuasan pelanggan tahun 2019 dan 2020, NPS IndiHome tidak mencapai target. Dari target besar atau sama dengan 5, tahun 2019 dan 2020, NPS IndiHome sebesar -1,67 dan 2,87. Hal ini karena pengerjaan permasalahan masih berdasarkan laporan, belum memiliki cara untuk mengetahui permasalahan yang terjadi dan belum memanfaatkan opini media sosial karena masih memanfaatkan survei. Penelitian ini membangun model analisis sentimen dam topic modelling IndiHome pada twitter & instagram. Data diambil dari bulan Maret 2019-April 2021. Model yang dihasilkan menggunakan metode SVM, twitter akurasi 70,13% dan instagram akurasi 73,55%. Sentimen mayoritas negatif, nilai NPS -79,49 pada twitter dan -56,12 pada Instagram. Dari twitter & instagram respons terhadap IndiHome memiliki indeks negatif, dimana masyarakat tidak puas dengan IndiHome. Hasil Topik diskusi negatif yaitu internet IndiHome mati mendadak, internet IndiHome lamban, internet IndiHome mati ketika terjadi hujan, biaya IndiHome mahal, pelayanan IndiHome tidak responsif, pelayanan IndiHome tidak solutif, sudah bayar internet diisolir, janji temu teknisi tidak sesuai waktu, dan ingin berhenti berlangganan atau pindah provider.
The role of the internet is increasingly important in various aspects of people's lives. The need for internet is an opportunity for internet providers, one of which is Telkom and IndiHome. As a BUMN, Telkom acts as a provider of internet services to meet the needs of the community. Based on customer satisfaction surveys in 2019 and 2020, IndiHome's NPS did not reach the target. Of the large target or equal to 5, in 2019 and 2020, IndiHome's NPS is -1.67 and 2.87. This is because the problem solving is still based on reports, does not have a way to find out the problems that occur and has not used social media opinions because they are still using surveys. This study builds a sentiment analysis model and IndiHome topic modeling on Twitter & Instagram. The data was taken from March 2019-April 2021. The resulting model used the SVM method, twitter 70.13% accuracy and instagram 73.55% accuracy. The majority sentiment is negative, the NPS score is -79.49 on Twitter and -56.12 on Instagram. From Twitter & Instagram, the response to IndiHome has a negative index, where people are not satisfied with IndiHome. The results of the negative discussion topics are IndiHome internet shuts down suddenly, IndiHome internet is slow, IndiHome internet shuts down when it rains, IndiHome costs are expensive, IndiHome services are unresponsive, IndiHome services are not solutive, already paid for the internet is isolated, technician appointments are not on time, and want to stop subscribe or switch providers. |
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