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All Journal Jurnal Teknologi Informasi dan Ilmu Komputer Widya Cipta : Jurnal Sekretari dan Manajemen SEIKO : Journal of Management & Business PRIMA : Portal Riset dan Inovasi Pengabdian Masyarakat eProceedings of Management IJOEM: Indonesian Journal of Elearning and Multimedia
Herry Irawan, Herry
Department of Physics, Faculty of Mathematics and Natural Sciences, Universitas Indonesia, Jakarta
Aerospace Engineering Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Health Professions Languange, Linguistic, Communication & Media Social Sciences Veterinary Other

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Analisa Ewom Untuk Program Pemasaran Media Sosial Instragram Tiket.Com Menggunakan Topic Modelling, Sentiment Analysis, Dan Social Network Analysis Pratiwi, Meuthia Nabila; Ramantoko, Gadang; Irawan, Herry
eProceedings of Management Vol. 11 No. 1 (2024): Februari 2024
Publisher : eProceedings of Management

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Abstract

Penelitian ini bertujuan untuk mengetahui bagaimana eWOM yang terjadi serta penyebarannya di jejaring sosial Instagram hingga bagaimana faktor yang menjadikan seseorang sebagai penggerak opini menggunakan topic modelling, sentiment analysis dan social network analysis dengan komentar di laman Instagram Tiket.com sebagai sumber data. Periode penelitian dilakukan mulai 1 Januari 2022 – 31 Agustus 2022. Hasil eWOM menunjukkan topik yang paling sering dibicarakan pengguna Tiket.com di Instagram adalah seputar keluhan error dan sold out, permintaan membalas DM, dan Bali & Jogja sebagai tempat wisata menarik. Kemudian didapati sebagian besar persepsi pengguna Tiket.com dapat dikatakan baik karena persentase sentimen positif lebih unggul dibandingkan dengan persentase sentimen negatif. Selain itu, eWOM yang ada di jaringan Instagram bersifat lambat dan sulit tersebar karena konsumen jarang berinteraksi dengan sesama konsumen dan hanya fokus dengan komentarnya sendiri. Diketahui juga bahwa seorang influencer yang memiliki engagement rate yang baik juga komunitas yang telah dimiliki ditambah dengan persona yang sesuai dengan konsumen Tiket.com dapat menjadi penggerak eWOM di jaringan sosial Tiket.com dan hasil analisa eWOM menggunakan big data analitik dapat digunakan untuk rekomendasi program pemasaran Instagram Tiket.com Kata Kunci-eWOM, Instagram, sentiment analysis, social network analysis, topic modelling
The Influence Of E-Service Quality On The Customer Satisfaction In Bandung Assifa, Rima Martiannisa; Irawan, Herry
eProceedings of Management Vol. 11 No. 2 (2024): April 2024
Publisher : eProceedings of Management

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With the rapid development of technology today, people do digital activities everyday. The benefits of technologicaldevelopment felt by the community are that online food delivery (OFD) are increasingly popular. Gofood is a fooddelivery service provided by Gojek and has worked with more than hundrends of thousands of merchants throughoutIndonesia. Gofood is run by motorcycle, taxi drivers who have become Gojek members. The number of Goekdrivers makes ordering Gofood services faster. The purpose of this study is how much influence e-service quality hasan customer satisfaction with Gofood services. The metjod used in this research is qquantitaive method withdescriptive approach. Likert scale is used as a measurement scale and the data analysis used is multiple linearregression, partial test (t-test), simultaneous test (F test) and the coefficient of determination. In this study using nonprobability sampling techniques with purposive sampling type. By sing the Bernoulli formul, the the questionnairewas distributed to 400 respondents and data processing using SPSS. The research results from descriptive analysisreveal that the variable studied, namely e- service quality and customer satisfaction, are in the good category with apercentage of each variable, namely e-service quality of 74.4% and customer satisfaction of 74.8%. then for theresults of hypothesis testing both partially and simultaneously, both show that there is a significant influence betweene-service quality on Gofood customer satisfaction in Bandung. The contribution of the influence of the independentvariable e-service quality on the dependent variable customer satisfaction is 69.8%, while the remaining 30.2% isthe contribution of the influence of other variables outside this study such as e-strust, product and price. Keywords-e-service quality,customer satisfaction
Co-Authors Afghany, Muhammad Faiz Aldhawi, Naufal Rafi Alfarobby, Andhika Nurrizky Assifa, Rima Martiannisa Dian Puteri Ramadhani Eva Nurhazizah Gadang Ramantoko Galuh Sudarawerti Gyardani, Raindah Maudina Maghriby, Muhammad Alif Murti, Yusza Nashr, Muhammad Raka Pawitra Abdul Panjaitan, Joe Nathan C.G. Pratiwi, Meuthia Nabila Rahmahayani, Zakiyah Az Zahro Ramadhani, Dian Yusza Reditya Murti