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Journal : Informatics and Software Engineering (ISE)

Analysis of MyIndiHome Application User Sentiment Using the Support Vector Machine Method Muhyi, Muhyi; Hylenarti Hrtyana, Hylenarti Hrtyana; Hernawati, Hernawati
Informatics and Software Engineering Vol. 3 No. 2 (2025): December
Publisher : SAN Scientific

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58777/ise.v3i2.490

Abstract

The development of information technology in the era of the Industrial Revolution 4.0 has encouraged service providers to continue to improve the quality of their digital services, including PT. Telkom Access through the MyIndiHome application. This application makes it easier for customers to access various services, but there are still complaints regarding features and ease of use. This study aims to analyze the sentiment of MyIndiHome application users using the Support Vector Machine (SVM) method to evaluate customer perception and satisfaction levels. The data collection method was carried out through Simple Classification Results (based on 70 respondents): Interviews with nine purposively selected informants, Distribution of questionnaires to 61 interview respondents of MyIndiHome application users, which were then analyzed using pre-processing and classification techniques to distinguish sentiment into positive and negative. The analysis results show that most users have a positive perception of the application, especially in terms of ease of reporting interruptions and the completeness of features. However, there are still obstacles to ease of use, especially for users less familiar with technology. The SVM method has proven effective in classifying user sentiment even with limited data. This study recommends improving the user interface and education features to optimize the overall use of the MyIndiHome application.
Co-Authors A, Indrawati.A AA Sudharmawan, AA Achmad Wahidy, Achmad Adfar, Adli Ashiddiqi Agik Suprayogi Ahmad, Yousef Bani Aisyah, Gisella Akbar, Husnan Alparizi, Galih Rizki Amaliyah, Amaliyah Aminuddin Prahatama Putra Amir, Yusnaweti Ananda Anindia Putri Ananda, Rizky Anis Rachma Utary Any Aryani Arman Suryadi Karim, Arman Suryadi Arumsari, Dinda Ashari, Dilla Aslamiah, Lisa Atmaja, Putu Satya Pratama Aulia, Linda Aulia, Nazwa Auliyani, Novia Ayu Sabila Azhar, Muhamad Chairul Azmi, Muthia Baiq Dinna Widiyasti Baiq Nadia Nirwana Bambang Ekanara Bangun, Adityana Arta Bayu Priyanto Binner Habeahan Broto, Prasepvianto Estu Bunyamin, Bubun Cahyad, Aep Hendar Ch'ien C. Lee Chadidjah, Sitti Dani Durahman Darmajaya, Boyke Darmawati Darmawati DEWI APRI ASTUTI Dewi Mulyani Dewina, Utari Diah Frisda Dian Fitriani Didik Priyandoko Dita Puspitasari Dodi Febrian Eddy Silamat, Eddy Erdiawati Arief Fahri Hafidz Faisal, Ijang Fajarwati, Noerma Kurnia Febriyanto, Muhammad Jubran Firman Hidayat Fitriyanti Fitriyanti Fransisca Sudargo Fred Agung Suprihartono, Fred Agung From, Princess Wulan Gigentika, Soraya gumilar, mulus Hadiyanto, Andy Halisah, Nur Hapzah, Hapzah HARMILAWATI Haryono, Tri Agus hendarriyadi Hendri, Dr. Wira Heny K Suwarsinah, Heny K Herlina, Andi Herman Ruslim Hery Fajeriadi Hidayat, Mizan Saefunnazan Hilmansyah Saefullah Himawan, Cahya Hylenarti Hrtyana, Hylenarti Hrtyana Ibrohim, Iim Ihsan Maulana Iim Ibrohim imasdewi kaniawati Insan, Febrian Khoirul Istikomah Istikomah Iswanto Iswanto Juansah, Rahadian Deden Juliana Juliana Kartikasari, Astri Khaer, Didik Mursidul Khairunnisa, Sheila Susanti Khaldun, Muhammad Hafidz Ibnu Khultsum, Ulfa Komalasari, Nisa Komarudin Komarudin Kurniasih, Imas Kurniawan, Rendi Kurniawan, Try Kusdianti Kusdianti Laksana, Nidya Lena Lestariningsih, Wiwid Andriyani M. Said L Mahardika Rizqi Himawan Mardiana, Rana Marniyanti, Marniyanti Mauditya, Anggie Maulana , Tofan Hasan Maulana, D Irfan Melatisudra, Raifvaldhy Jounias Luppus Melda Agarina Milantara, Noril Miliyandra, Miliyandra Mona Fitria Mubarak, Haikal Muhamad Taufiq Hidayah Muhammad Hasyim, Muhammad Muhammad Taufik Hidayah Muhammad Wahyudin, Muhammad Muhammad Zaini Muhammad, Alif Muhiban, Ayi Muhtadin Muhtadin Muhyi, Muhyi Muin, Muhamad Fatkhul Mulyadi Mulyadi Munawaroh Munawaroh Munggardijaya, Awang Munirah, Sabrina Murtiyoso, Mahbub Najdah, Najdah Najib, Alfin Nasaruddin Nasaruddin Ni Ketut Ayu Mira Yanti Nova Tri Handriyanto Nuraeni Nuraeni Nurafifah, Haifa Hasya Fatimah Nuraini, Vidia Afina Nurbaya Nurbaya, Nurbaya Nurhidaya, Andi Rezky Nurhisma, Nurhisma nurliah, nurliah Nurul Fuadi Nuryani Y Rustaman Oktavia, Rohani Pahrijal, Rival Permana, Diki Pingki, Anandiya Pitra Akhriadi Prayudi Juni Alamsyah Priyanto, Eka Purnawati, Yuliesi Puspita Sari, Yanita Putu Ayu Parwati Qory, Ananda Leila Rahadian Deden Juansa Rahayu Prihartini, Ade Rahmad Setyoko Rahmadianti, Salma Rahman Ma'rifatullah, Fathur Rahman, Ibadur Rahman, Rashid RAHMANIAH RAHMANIAH Rahmaniah, Rahmaniah Rais, Ar Ramadlon Adi Ali Fikri Rani, Sefrilita Risqi Adikaning Rani, Sefrilita Risqi Adikaning Rani Ratna Yulinda Respati, Gilang Resti Sughiarti Rifdiatun Mufidah Riskal Fitri Risnawati Risnawati Ristina Wahyu Astuti Rita Shintawati Rizki Amilia Robi Satria Rosidah Rosidah Rosikin, Rosikin Rukmi Juwita Rusjdi Tamin Saajidah, Saajidah Sadaruddin, Sadaruddin Sahara Sahara said, muh Salsa Fitri Noviani Santika, Lora Santoso, Joyo Sari, Andi Suryang Sari, Yulia Wulan Saripudin Saripudin Saripudin, Haris Sayuti Sayuti Septiani, Regina Sheila Sheila, Sheila Sholihah, Ika Adhani Shuhaibur, Hilmi Sihombing, Maria Engzelita Sofianty, Irine Solatiyah, Baiq Solihah, Maratu SRI RAHAYU Sri Sutjiningtyas Stevany Hanalyna Dethan Suci Ananda, Andi Suganda Putri, Ayu Andini Sujiono Sujiono, Sujiono Sundjoto, Sundjoto Supala, Supala Supriandi Supriandi, Supriandi Surtikanti Hertien Koosbandiah, Surtikanti Suryani Suryani Susanti, Rini Ayu Sushanty Saleh Sutjiningtyas, Sri Syamsiar, Syamsiar Tajib, Maulana Zidane Al Tamam, Farhan Thuvail, Muhammad Tri Widayatsih, Tri Try Kurniawan ULVAH, ULVAH Uspitasari, Indah Utomo, Suharjanto Wahyu Surakusumah WAHYU WIDOWATI Wahyu Winda Asmara Wahyuni, Ayusari Wasmen Manalu Wati, Endang WIBISONO, RENDY VIDYA Winarto, Herry Octa Wulan Safitri YAYAN SANJAYA Yeti Kurniati Yoremia Lestari Yudianti, Yudianti Yuliarpan, Pipit Yumarni, Yumarni Yusman Syaukat Yusrina, Alya Zahira, Nurul Zahra Zahra, Nayvha Az Zamzam Nursani Zihab, Zihab