Sentiment Analysis of Airport Customer Reviews

Arian Dhini, D. A. Kusumaningrum

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Customer satisfaction plays an important factor for the business' success, particularly in aviation industries. One way to measure customer satisfaction level is using customer reviews. This study evaluates and analyzes customer reviews of services and facilities of Soekarno-Hatta Airport as the largest airport in Indonesia using text mining approach of sentimental analysis. Support vector machine and Naïve Bayes classifier are classification techniques used to identify positive or negative sentiments contained in review sentence. The results of classification techniques for sentiment analysis in this study indicate that support vector machine has higher accuracy value than Naïve Bayes Classifier in analyzing sentiments. The output of this study is evaluation in improving the quality of airport services and facilities, identification of service aspect and airport facility which become the strength and weakness as well as improvement prioritization of aspects that still become weakness in achieving desired level of customer satisfaction.

Original languageEnglish
Title of host publication2018 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2018
PublisherIEEE Computer Society
Pages502-506
Number of pages5
ISBN (Electronic)9781538667866
DOIs
Publication statusPublished - 9 Jan 2019
Event2018 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2018 - Bangkok, Thailand
Duration: 16 Dec 201819 Dec 2018

Publication series

NameIEEE International Conference on Industrial Engineering and Engineering Management
Volume2019-December
ISSN (Print)2157-3611
ISSN (Electronic)2157-362X

Conference

Conference2018 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2018
CountryThailand
CityBangkok
Period16/12/1819/12/18

Keywords

  • big data, Naï
  • sentiment analysis
  • Soekarno-Hatta International Airport
  • support vector machine
  • text mining
  • ve Bayes classifier

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