Analisis Sentimen Pengguna Indihome dengan Metode Klasifikasi Support Vector Machine (SVM)
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Abstract
Indonesia Digital Home (IndiHome) is a communication service provider from PT Telekomunikasi Indonesia (Telkom) that provides several communication and data service packages such as internet, home telephone and cable television (Usee TV & IP TV) which implements copper and fiber pptic cable services. Currently, IndiHome is implementing a 100% fiber service replacement for all customers in order to produce high data speeds and more reliable services. However, the fact is that fiber optic services often receive complaints from customers due to weather and other factors. It was recorded that in 2020 internet users in Indonesia reached 196.7 million people or 73.7% million of the population and around 51.2% were social media users (Kompas.com, 2020). One of the social media with 6.43 million active users is Twitter. Twitter then became a medium for channeling opinions regarding a service, including the services provided by Indihome. Based on this, a method is needed, namely sentiment analysis to understand whether the opinion is negative or positive. The Support Vector Machine (SVM) is used to create a classification model for sentiment analysis of IndiHome service users' opinions on Twitter with an accuracy of 91.3%.
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