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All Journal J-SAKTI (Jurnal Sains Komputer dan Informatika) J-SAKTI (Jurnal Sains Komputer dan Informatika)
Aninditha, Salshabilla
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Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Energy

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Analisa Interaksi Pelanggan dengan Konsep Social Network Analysis untuk Mengetahui Persepsi Positif dan Negatif berdasarkan Komentar pada Media Sosial Instagram Ristantya, Amalia; Okiyani, Vivi; Triyandah, Ellana; Febrianti, Friska; Aninditha, Salshabilla; Kamalliah, Siti
J-SAKTI (Jurnal Sains Komputer dan Informatika) Vol 4, No 2 (2020): EDISI SEPTEMBER
Publisher : STIKOM Tunas Bangsa Pematangsiantar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30645/j-sakti.v4i2.217

Abstract

Telkomsel is one of the largest cellular telecommunications service providers in Indonesia. This analysis uses the Text Mining method and Social Network Analyst (SNA) method to be effective in determining the perception of complaints and excess customers against Telkomsel providers, so the company can improve quality, resolve customer complaints, and Increase Brand Awareness. Based on the results of the analysis there are perceptions of complaints and excess regarding Telkomsel service and facility providers that need to be improved again.
Analisa Interaksi Pelanggan dengan Konsep Social Network Analysis untuk Mengetahui Persepsi Positif dan Negatif berdasarkan Komentar pada Media Sosial Instagram Ristantya, Amalia; Okiyani, Vivi; Triyandah, Ellana; Febrianti, Friska; Aninditha, Salshabilla; Kamalliah, Siti
J-SAKTI (Jurnal Sains Komputer dan Informatika) Vol 4, No 2 (2020): EDISI SEPTEMBER
Publisher : STIKOM Tunas Bangsa Pematangsiantar

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (871.737 KB) | DOI: 10.30645/j-sakti.v4i2.217

Abstract

Telkomsel is one of the largest cellular telecommunications service providers in Indonesia. This analysis uses the Text Mining method and Social Network Analyst (SNA) method to be effective in determining the perception of complaints and excess customers against Telkomsel providers, so the company can improve quality, resolve customer complaints, and Increase Brand Awareness. Based on the results of the analysis there are perceptions of complaints and excess regarding Telkomsel service and facility providers that need to be improved again.
Co-Authors Febrianti, Friska Kamalliah, Siti Okiyani, Vivi Ristantya, Amalia Triyandah, Ellana