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All Journal YUDISIA : Jurnal Pemikiran Hukum dan Hukum Islam SITEKIN: Jurnal Sains, Teknologi dan Industri Jurnal Ilmiah Rekayasa dan Manajemen Sistem Informasi Jurnal An-Nur Seminar Nasional Teknologi Informasi Komunikasi dan Industri Journal of Informatics, Electrical and Electronics Engineering
Arif Marsal
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Religion Aerospace Engineering Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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Pengukuran Retensi Pelanggan Insyira Oleh-Oleh Berdasarkan Analisis Sentimen Pengguna Instagram Fiki; Inggih Permana; Febi Nur Salisah; Eki Saputra; Arif Marsal
Journal of Informatics, Electrical and Electronics Engineering Vol. 4 No. 4 (2025): June 2025
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/jieee.v4i4.2473

Abstract

Instagram as a social media platform has opened new opportunities for businesses to market their products creatively and efficiently. Through interactive features such as the comments section, users can express their opinions about the products or services offered. These comments contain sentiments that can be analyzed to understand customer perceptions. This study aims to measure customer retention using sentiment analysis of Instagram user comments. The comment data was collected using web scraping techniques from the Instagram page, followed by labeling using a lexicon-based approach and sentiment classification into positive, negative, and neutral categories through sentiment analysis. This analysis is linked to the concept of customer retention, which is an important strategy for maintaining long-term relationships with consumers. Furthermore, the results of customer retention analysis in this study show that positive sentiment has a retention rate of 53.4% (303 out of 567 comments), neutral sentiment 6.9% (45 out of 650 comments), and negative sentiment 15.1% (22 out of 146 comments). Overall, 370 out of 1,363 comments, or 27.1%, were categorized as contributing to retention. In terms of the proportion of sentiment contributing to total retention, positive comments dominate with 81.9% (303 out of 370). These findings suggest that although neutral comments are the most frequent, positive sentiment contributes the most to customer retention. This indicates that positive sentiment is a strong predictor of customer loyalty, highlighting the importance for companies to foster positive experiences through quality products, reliable services, and active engagement on social media. Insyira is capable of maintaining customer retention, especially from those who express positive sentiment, which reflects satisfaction with its products, services, and interactions on social media
Co-Authors Anisah Fitri Bambang Tetuko Eki Saputra Fauzan Luthfi Yaumul Adha Febi Nur Salisah Fiki Fitri Hidayati Idria Maita Inggih Permana Megawati Megawati Muhammad Luthfi Hamzah nanda kusuma Rice Novita Suci Ayu Mawarni Sutoyo Sutoyo Zarnelly Zarnelly