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All Journal PIKSEL : Penelitian Ilmu Komputer Sistem Embedded and Logic Jurnal Ilmiah KOMPUTASI Jurnal Penelitian Pendidikan IPA (JPPIPA) Jurnal Sains Dan Teknologi (SAINTEKBU) Advance Sustainable Science, Engineering and Technology (ASSET)
Suharjito
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Agriculture, Biological Sciences & Forestry Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Electrical & Electronics Engineering Industrial & Manufacturing Engineering Library & Information Science Materials Science & Nanotechnology Physics

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Journal : PIKSEL : Penelitian Ilmu Komputer Sistem Embedded and Logic

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A Comparative Analysis of MultinomialNB, SVM, and BERT on Garuda Indonesia Twitter Sentiment Prasetyo, Budi; Ahmad Yusuf Al-Majid; Suharjito
PIKSEL : Penelitian Ilmu Komputer Sistem Embedded and Logic Vol. 12 No. 2 (2024): September 2024
Publisher : LPPM Universitas Islam 45 Bekasi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33558/piksel.v12i2.9966

Abstract

This study investigates customer sentiment towards Garuda Indonesia Airlines (GIA) using sentiment analysis of Twitter data. The research aims to identify prevailing sentiments, uncover common themes in customer feedback, and provide recommendations for improving customer satisfaction and brand loyalty. A dataset of 1,250 tweets from March 2007 to July 2024 was collected and pre-processed, including cleaning, language detection, and tokenization. Sentiment analysis was conducted using three models: MultinomialNB, SVM, and BERT.The results indicate that BERT outperformed both MultinomialNB and SVM in sentiment classification accuracy, achieving 75.6%. This highlights the effectiveness of BERT in capturing contextual meaning within customer reviews. The findings of this research will contribute to a deeper understanding of customer sentiment towards GIA and inform strategies for enhancing customer experience and brand image.
Co-Authors Ahmad Yusuf Al-Majid August, Ryan Alpha Budi Prasetyo Pieter, Franky Bryan Putro, Danar Adityo Ridwan Petervan Siburian, Firman