KLASIFIKASI KELUHAN PELANGGAN MELALUI WEBCHAT PADA DISKOMINFO BIDANG LAYANAN INFORMATIKA MENGGUNAKAN SENTIMEN ANALISIS

Dewa Kurniawan, Anggi (2023) KLASIFIKASI KELUHAN PELANGGAN MELALUI WEBCHAT PADA DISKOMINFO BIDANG LAYANAN INFORMATIKA MENGGUNAKAN SENTIMEN ANALISIS. Thesis thesis, Institut Teknologi Dirgantara Adisutjipto.

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Abstract

The customer complaint application via webchat was created to support the Ministry of Communication and Information in the field of informatics services in Gunungkidul in conducting services effectively. All customer complaints will be recorded and acted upon. The existing set of complaints will be classified into several groups, namely CCTV complaints, application complaints, server complaints, or local network complaints. The method used for the classification process is the Naïve Bayes Classifier method. Training data collected with a total of 450 data was used as learning data to classify complaints. The data was taken from interviews with DISKOMINFO employees in the field of Gunungkidul Information Services, students, official employees, and the internet. Data testing is used to test the extent to which the system successfully classifies correctly. Testing data with a total of 100 data was taken from the results of surveys conducted using google forms. The results of the study resulted in an accuracy of 92%. The high accuracy proves that the naïve bayes method can be used to help classify complaints via webchat sent by users.

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