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Agustine Dwianika
Universitas Pembangunan Jaya
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Enhancing Student Feedback Analysis: NLP-Based Machine Learning Classification of Satisfaction Levels at Universitas Terbuka Surakarta Dwianika, Agustine; Paramitasari, Ratih
JURISMA : Jurnal Riset Bisnis & Manajemen Vol. 15 No. 2: Oktober 2025
Publisher : Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Komputer Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34010/jurisma.v15i2.18093

Abstract

This research aims to classify the level of student satisfaction at Universitas Terbuka (UT) Surakarta using Natural Language Processing (NLP) techniques and machine learning algorithms. The study utilizes textual responses from student satisfaction surveys and processes them through a supervised classification approach. By applying methods such as TF-IDF for feature extraction and classification algorithms like Naïve Bayes, Support Vector Machine (SVM), and Random Forest, the research seeks to identify which algorithm best categorizes sentiment into satisfaction levels. Results indicate that the SVM model outperforms other algorithms in accuracy, precision, and F1-score. This approach demonstrates the practical application of NLP in higher education quality assurance and offers valuable insights for policymakers. Keywords: Machine Learning; Natural Language Processing; Student Satisfaction; Classification; Sentiment Analysis
Co-Authors Adistinur Syafira Affrian Dwi Prasetyo Andika Indra Falim Anita Pepbriani Arya Saraswati Augury El Rayeb Augury El Rayeb Augury El Rayeb Badingatus Solikhah Budi Kurniawan Calista Setiyahadi Ceicillia Novita Roseline Desi Dwi Kristanto Dewi, Novy Silvia Dwi Aditya Rizky Saputra Edi Purwanto EDI SARWONO Elida Rahmawati Elida Rahmawatie Eva Herianti Fachrul Roza Farhan Ady Pratama Felicia Fiorenita Fernando, Kenny Fiqkri Ardiyanto Nugroho Fitriyah Nurhidayah Hari Nugraha Hastuti Naibaho Huwaidah Nabila Ina Iskandar Ina Iskandar Irma Paramita Sofia Jasmine Rafinka Dara Lawe Anasta, Lawe Lina Said Lola Maheswari Widyaningsih Marundha, Amor Meika Priscilia Muhammad Andika Muhd. Nuryanto Amin Natasya Alveenia Naurissa Biasini Ni Putu Eka Widiastuti Nuni Rosiana Nur Alifa Rahmawati Nuzul Rahmadani Padia Aqilla Haya Purwanto, Edi Rafiq Ahmad Raissa Putie Imaniyah Ranaa Naziira Givasya Anggoro Rania Avil Levigni Ratih Paramitasari, Ratih Rifdah Aristawati Romi Juliani Putri Rudi Harianto Sekar Mayangsari Selvia Ely Zanna Sendi Tri Andika Sila Ninin Wisnantiasri Siti Rahma Anggraini Tasbita Fitria Sarwono Wisnantiasri, Sila Yesa Amanda Putri Yesa Amanda Putri