Classification Methods in Sentiment Analysis of Customers Statisfaction as a Services Improvement Strategy

Wiwin Windihastuty ; Yani Prabowo ; M.N. Farid Thoha
Proceeding of the International Conference on Mana... 📅 2024 Vol 1, No 1 🔗 DOI: 10.61132/icmeb.v1i1.74
Abstract
Customer satisfaction is a crucial indicator in assessing the quality of a company's products, services and overall experience. This research aims to identify the level of customer satisfaction and optimize the available data for effective use in sentiment analysis. In this study, we analyzed 4,353 customer reviews collected over the past year, with 3,481 reviews used as training data and 871 reviews as testing data. The analysis process was conducted using the Cross-Industry Standard Process for Data Mining (CRISP-DM) approach and leveraged the Logistic Regression algorithm to build a predictive model. Model evaluation using the confusion matrix yielded an accuracy of 94.60%, a precision of 94.26%, and a recall of 94.60%. The analysis was conducted using Jupyter Notebook and the Python programming language. The results indicate that sentiment analysis is effective in identifying and predicting customer satisfaction levels, which in turn can help a company’s products improve its service strategies. The optimization of previously underutilized data now provides deeper insights into customer perceptions and expectations, enabling the company to make more targeted decisions and enhance overall customer satisfaction.
Keywords
Sentiment Analysis Confusion Matrix Customer Satisfaction Automotive
How to Cite

Wiwin Windihastuty, et al. (2024). Classification Methods in Sentiment Analysis of Customers Statisfaction as a Services Improvement Strategy . Proceeding of the International Conference on Management, Entrepreneurship, and Business, 1(1). https://doi.org/10.61132/icmeb.v1i1.74

Wiwin Windihastuty; Yani Prabowo; M.N. Farid Thoha, "Classification Methods in Sentiment Analysis of Customers Statisfaction as a Services Improvement Strategy ," Proceeding of the International Conference on Management, Entrepreneurship, and Business, vol. 1, no. 1, 2024.

Wiwin Windihastuty; Yani Prabowo; M.N. Farid Thoha. "Classification Methods in Sentiment Analysis of Customers Statisfaction as a Services Improvement Strategy ." Proceeding of the International Conference on Management, Entrepreneurship, and Business, vol. 1, no. 1, 2024.

Wiwin Windihastuty; Yani Prabowo; M.N. Farid Thoha. "Classification Methods in Sentiment Analysis of Customers Statisfaction as a Services Improvement Strategy ." Proceeding of the International Conference on Management, Entrepreneurship, and Business 1, no. 1 (2024).

Wiwin Windihastuty, et al. (2024) 'Classification Methods in Sentiment Analysis of Customers Statisfaction as a Services Improvement Strategy ', Proceeding of the International Conference on Management, Entrepreneurship, and Business, 1(1). doi: 10.61132/icmeb.v1i1.74.

Wiwin Windihastuty; Yani Prabowo; M.N. Farid Thoha. Classification Methods in Sentiment Analysis of Customers Statisfaction as a Services Improvement Strategy . Proceeding of the International Conference on Management, Entrepreneurship, and Business. 2024;1(1).

Artikel Terkait

The Role of Work Engagement in Mediating Organizational Support on Lecturer Performance

Indah Sari Liza Lubis; Wilson Bangun; Yusuf Ronny Eduard

The Influence of Social Media Marketing and Affiliate Marketing on Willingness to Buy on Shopee in Medan City

Isna Asdiani Nasution; Pasaman Silaban; Nagian Toni

Digital Invasion or Digital Empowerment? The Role of Work-Life Balance in the Relationship between Digital Leadership and Employee Engagement

Herlina Novita; Wilson Bangun; Elly Romy

Strengthening Institutional Resilience in Public Organizations: The Role of Dynamic Capabilities and Innovative Leadership in the Digital Era

Jholant Bringg Luck Amelia; Wilson Bangun; Sofiyan Sofiyan

Analysis of the Body Shop’s Green Marketing Mix Strategy: A Case Study on the Implementation of Bring Back Our Bottles and Refill Station Programs as a Sustainable Innovation

Nabila Fajrina; Andriyanto Andriyanto; Rabi'ah Adawiyah; Muhammad Firdaus Isfandi

Optimal Portfolio Analysis of Cross-Sector Stocks on the Indonesia Stock Exchange (IDX)

Abdillah Khakim; Dwi Eko Waluyo
Tren Sitasi Jurnal