Sentiment Analysis of Ojek Online User Satisfaction Based on the Naïve Bayes and Net Brand Reputation Method

2021 9th International Conference on Information and Communication Technology (ICoICT) Pub Date : 2021-08-03 DOI:10.1109/ICoICT52021.2021.9527466

A. Rahmatulloh, Rahmi Nur Shofa, I. Darmawan, Ardiansah

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引用次数: 3

Abstract

Gojek and Grab are the most popular online motorcycle taxis and are often used today in Indonesia, based on Hootsuite's survey. However, it is not yet known how the response from online motorcycle taxi users. So it is necessary to have a sentiment analysis of online motorcycle taxi users whether they are satisfied or dissatisfied with the drivers and Gojek and Grab companies' services. Twitter with 52% active users of all internet users in Indonesia allows users to write various topics so that to find out the level of user satisfaction with Gojek and Grab. Sentiment analysis can be used as a reference for the development of Gojek and Grab services in the future. They measure the level of satisfaction with the Net Brand Reputation (NBR) method from the Naïve Bayes classification results using the rapid miner tool. The rating with accuracy has an accuracy value of 99.80% for Gojek and 99.90% for Grab. This study shows that more tweets have negative opinions compared to positive opinions for Gojek and Grab. Namely 616 positive opinions and 2317 negative opinions for Gojek drivers, 3560 positive opinions and 6419 negative opinions for Gojek Company. 594 positive opinions, and 1866 negative opinions for Grab drivers. As well as 3516 positive opinions and 4407 negative opinions for Grab Companies. So the results of the sentiment analysis of online motorcycle taxi users are dissatisfaction with either the driver or the company.

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基于Naïve贝叶斯和净品牌声誉法的Ojek在线用户满意度情感分析

根据Hootsuite的调查，Gojek和Grab是最受欢迎的在线摩托车出租车，目前在印度尼西亚经常使用。然而，目前尚不清楚网上摩的用户对此有何反应。因此，有必要对在线摩的用户进行情绪分析，他们对司机和Gojek和Grab公司的服务是满意还是不满意。Twitter在印度尼西亚拥有52%的活跃用户，允许用户撰写各种主题，以便了解用户对Gojek和Grab的满意度。情感分析可以作为未来Gojek和Grab服务发展的参考。他们使用快速挖掘工具从Naïve贝叶斯分类结果中测量净品牌声誉(NBR)方法的满意度。Gojek的准确度值为99.80%，Grab的准确度值为99.90%。这项研究表明，对于Gojek和Grab来说，负面意见比正面意见更多。即Gojek司机有616条正面意见和2317条负面意见，Gojek公司有3560条正面意见和6419条负面意见，Grab司机有594条正面意见和1866条负面意见。以及对Grab公司的3516个正面意见和4407个负面意见。因此，对网络摩的用户情绪分析的结果，要么是对司机不满，要么是对公司不满。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

2021 9th International Conference on Information and Communication Technology (ICoICT)

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