CUSTOMER EXPERIENCE TOWARDS INTERNET SERVICE PROVIDER USING TEXT ANALYTICS (CASE STUDY: INDIHOME AND FIRST MEDIA)

EARLYAN ABDIEL BERNATAPI

Informasi Umum

Kode

19.04.4718

Klasifikasi

658.8 - Marketing, Management of Distribution/Marketing, Manajemen Distribusi

Jenis

Karya Ilmiah - Skripsi (S1) - Reference

Subjek

Marketing - Management

Informasi Lainnya

Abstraksi

Nowadays, it is known that a lot of people in Indonesia use the internet. The internet is one of the means to communicate with anyone through digital platforms. Of course, to be able to make communication effectively, it must be supported by internet service providers. PT. Telekomunikasi Indonesia Tbk and PT. First Media Tbk. has been recognized as the two of most significant companies that become internet service providers. This research is aim at finding out how customer experience in using services from IndiHome and First Media by retrieving data via Twitter. The data is then categorized according to the sentiment using the Naive Bayes method and dimensions of customer experience. Then Topic Modeling will use with the Latent Direct Allocation (LDA) model to find out the most expressed topics. This research intended to assist companies and individuals in knowing customer experience while using IndiHome and First Media internet service. So that it can use by companies to improve the quality of their services and for individuals can use as information to find out the quality of services provided by the two companies.

Keywords: Sentiment Analysis; Topic Modelling; Big Data; Text Analytics.