Sentimen Analisis Kepuasan Pelanggan E-commerce Menggunakan Lexicon Classification dengan R
Abstract
Kepuasan pelanggan adalah prioritas utama bagi setiap perusahaan yang bergerak di bidang e-commerce. Oleh karena itu, sangat penting bagi setiap e-commerce, terutama yang sudah melayani transaksi antar negara seperti Amazon, Ebay, dan Rakuten untuk mengetahui bagaimana kesan atau sentimen pelanggannya mengenai kualitas produk ataupun pelayanan yang diberikan agar bisa mempertahankan ataupun meningkatkan kualitasnya. Melalui pesatnya perkembangan teknologi, sentimen tersebut semakin mudah untuk diketahui. Salah satunya dengan memanfaatkan komentar yang ada di media sosial seperti Twitter. Dengan menganalisa komentar pengguna Twitter yang berkaitan dengan faktor-faktor penentu kepuasan pelanggan terhadap e-commerce menggunakan metode Lexicon classification, diperoleh bahwa faktor-faktor yang paling dominan dalam menentukan kepuasan pelanggan adalah usefullness, system quality, dan information quality. E-commerce yang ingin meningkatkan kepuasan pelanggannya, disarankan untuk berfokus pada ketiga faktor tersebut, dikarenakan faktor-faktor itulah yang menjadi fokus utama dari pelanggan ketika berbelanja pada sebuah e-commerce.References
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