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All Journal SKANIKA: Sistem Komputer dan Teknik Informatika Jurnal Pengabdian Kepada Masyarakat
Dwi Cahyono
Universitas Dr. Soetomo
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Pentingnya Customer Service Terhadap Permintaan dan persepsi Pelanggan Cafe Life Style Hotel Surabaya Veronika Nugraheni Sri Lestari; Cindy Arivia; Nurmawati Nurmawati; Dwi Cahyono
PaKMas: Jurnal Pengabdian Kepada Masyarakat Vol 3 No 1 (2023): Mei 2023
Publisher : Yayasan Pendidikan Penelitian Pengabdian Algero

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54259/pakmas.v3i1.1640

Abstract

In every consumer decision-making process to purchase a product, the underlying intention of the consumer is to fulfil their needs and desires. Additionally, each consumer has their own unique perception of their choices when selecting a product. Consumer perception is not solely dependent on physical stimuli but also on stimuli related to the surrounding environment and individual circumstances. This engagement activity was conducted at Cafe the Lifestyle Hotel Surabaya. The purpose of this engagement was to analyse consumer activities in the demand and supply conveyed by Cafe the Lifestyle Hotel Surabaya. The engagement employed active participation, observation, interviews, and related documentation methods to obtain valid data and information regarding consumer behaviour. The results of this engagement indicated that the perception of service quality was highly favourable among the visitors of Cafe the Lifestyle. As a result, the visitors felt satisfied and remained loyal. Furthermore, the perception of pricing was positive as the prices offered by the Cafe were deemed appropriate, and the services provided were in line with visitors' expectations.
ANALISIS SENTIMEN ULASAN PRODUK SPAREPART MOTOR DI E-COMMERCE MENGGUNAKAN METODE SUPPORT VECTOR MACHINE (SVM) Reza Ega Resnanda; Dwi Cahyono; Anik Vega Vitianingsih
SKANIKA: Sistem Komputer dan Teknik Informatika Vol 9 No 1 (2026): Jurnal SKANIKA Januari 2026
Publisher : Universitas Budi Luhur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36080/skanika.v9i1.3608

Abstract

This study was motivated by the increasing use of e-commerce in Indonesia, which highlights the importance of analyzing customer reviews as a basis for evaluating product and service quality. This study aims to analyze the sentiment of reviews of Honda motorcycle spare parts at the Ducks Garage store on the Tokopedia platform using the Support Vector Machine (SVM) algorithm. The dataset used consists of 2.537 reviews obtained through web scraping techniques and processed through text preprocessing stages, including data cleaning, normalization, tokenization, stopword removal, and stemming. Sentiment labelling was carried out into three classes, namely positive, negative, and neutral, with lexicon-based and feature weighting using the Term Frequency–Inverse Document Frequency (TF-IDF) method. Data distribution imbalance was handled using the Synthetic Minority Over-Sampling Technique (SMOTE) method. The SVM model was tested using three types of kernels, namely Linear, Polynomial, and Radial Basis Function (RBF). The test results showed that the RBF kernel produced the best performance with an accuracy of 92.79%, followed by the Linear kernel at 89.89% and the Polynomial kernel at 72.57%. The conclusion of this study shows that the application of SVM with SMOTE data balancing is effective in classifying the sentiment of e-commerce product reviews and can be used to support data-driven business decisions based on customer data.
Co-Authors Anik Vega Vitianingsih Cindy Arivia Nurmawati Nurmawati Reza Ega Resnanda Veronika Nugraheni Sri Lestari