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All Journal JUTI: Jurnal Ilmiah Teknologi Informasi Jurnal Teknologi Informasi dan Ilmu Komputer Journal of Information Technology and Computer Science Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Jurnal Informatika Global Jurnal Sistem Informasi, Teknologi Informasi, dan Edukasi Sistem Informasi (JUST-SI) Indexia
Nanang Yudi Setiawan
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Computer Science & IT Control & Systems Engineering Dentistry Education Electrical & Electronics Engineering Engineering Library & Information Science

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Journal : Journal of Information Technology and Computer Science

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Sentiment Anlysis On Customer Reviews Using Support Vector Machine and Usability Scoring Using System Usability Scale Azpiranda, Novira; Supianto, Ahmad Afif; Setiawan, Nanang Yudi; Suryawati, Endang; Yuwana, R. Sandra; Febriandirza, Arafat
Journal of Information Technology and Computer Science Vol. 6 No. 3: December 2021
Publisher : Faculty of Computer Science (FILKOM) Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25126/jitecs.202163330

Abstract

Al-Ghiff Steak is a restaurant located in Cirebon City that offers quality steaks at affordable prices. For maintaining a competitive Al-Ghiff Steak advantage and reputation, it is important to build a good relationship with customers and have a business strategy that considers customer opinions. However, in its implementation, Al-Ghiff Steak has difficulty when collecting and processing customer review data manually. Therefore, it is necessary to conduct sentiment analysis by utilizing Google Reviews to determine customer perspectives regarding Al-Ghiff Steak products and services. This analysis was conducted on 968 Google Review reviews from 2016 to 2020 using the Support Vector Machine (SVM) and Term Frequency-Inverse Document Frequency (TF-IDF) methods. Classification testing is done with a confusion matrix against four parameters: accuracy, precision, recall, and f1-score. SVM with TF-IDF gets accuracy value 83%, precision 64%, recall 60% and f1-score 59%. The sentiment classification result is then visualized in the form of a dashboard. We utilize the System Usability Scale (SUS) for usability testing, which produces a value of 77.5. This result achieve the Acceptable category and an Excellent rating.
Co-Authors Adristi, Tikta Ahmad Afif Supianto Alfi Nur Rusydi Alfian Hakim Almas, Muhammad Fikri Almira Syawli Alyaa Nadira Amal, Muhammad Ikhlasul Anandia, Nazwa Anwar, Novriani Dewi Asiyah, Noor Leona Asyrofi, Moh. Yuslam Azpiranda, Novira Bayu Rahayudi Berliani, Afridha Bonaventura Julio Putra Nandika Damahindra, Rangga Andhito Diamanta, Ananda Dian Eka Ratnawati diniyah, zubaidah Djoko Pramono Edmund Pierre Purba, Geoffrey Fadhil, Adam Ghirvan Fadhilah, Irsya Salim Fajr, Saifulloh Achmad Faranisa, Puspa Ayu Febriandirza, Arafat Firdaus, Muhammad Fariz Fitra Abdurrachman Bachtiar Hamas, radityo Haq, Muhammad Arienal Hilal, Khaliffman Rahmat Husalie, Levin Vinnu Intan Sartika Eris Maghfiroh Jannah, Nisa Usrifatul Khairani, Nadia Raisa Kusuma, Salsabila Azzahra' Zulfa Listyawan, Bagas Raditya Nur Mahardika, Fawwaz Roja Marzuq, Rafly Dwi Maulana, M. Ighfar Maulidiyah Rizqiyani, Erlis Mochamad Chandra Saputra, Mochamad Chandra Mushowwiru, Mochammad Faza Pramudya Niken Hendrakusma Wardani Niken Hendrakusma Wardani Niken Hendrakusuma Wardani, Niken Hendrakusuma Nur, Iqbal Taufiq Ahmad Pramudita, Julina Larasati Purnomo, Welly Putri, Rizka Saudah Yunida Rahmadina, Alishza Putri Rahmandita, Prasetya Naufal Ramadhani, T. Zalfa Reza Andria S Riswan Septriayadi Sianturi Ryandra, Muhammad Salsabillah, Dinar Fairus Salwa, Shafa Nathaniela Saputra, Dion Ricky Saragih, Imanuel Nathaliando Sartika Eris Maghfiroh, Intan Sartika, Intan Sarwosri Sarwosri Satrio Agung Wicaksono Satrio Hadi Wijoyo Sitepu, Mikha Aziel Christian Sormin, Hartati Penta Angelina Suryawati, Endang Tambing, Nathania Maerella Arungla'bi' Taqiyuddin, Ammar Yazid Vania Malinda Wibowo Viriya, Aurelius Alexaner Welly Purnomo Wibisono, Nusa Seldi Wibowo, Shinta Dewi Putri Widya Azzahra, Shellen Widyadhana, Fawwaz Kumudani Yanuardhana, Anugrah Daffa Yuditama, Alvan Alif Yusi Tyroni Mursityo Yuwana, R. Sandra Yuwana, Raden Sandra