@inproceedings{f3a02ccd0ec540ecaba0b911cd155719,
title = "Twitter Sentiment Analysis of Indonesia Internet Service Provider: A Case Study of Indihome and Firstmedia",
abstract = "Every company, especially internet service providers, needs to improve the quality of its products. The initial stage of improving product quality can be done by knowing customer satisfaction as an evaluation material. One way to determine customer satisfaction with a product is by calculating Customer Satisfaction using sentiment analysis on Twitter data, where Twitter is a very popular social media to get customer satisfaction feedback. The sentiment analysis method used is machine learning using a decision tree and random forest. From the two methods, the results show that the random forest method is better than the decision tree method. The oversampling method is also carried out to overcome the imbalanced class data set. The results of the Customer Satisfaction Score obtained show that tweets containing the word {"}Firstmedia{"}are better than tweets containing the word {"}Indihome{"}with a value of-41.67 for Firstmedia and-59.259",
keywords = "customer satisfaction score introduction, decision tree, random rorest, sentiment analysis",
author = "Adhitia Wiraguna and Prasetyo Komarodin and Indra Budi",
note = "Funding Information: ACKNOWLEDGMENT Dissemination of this work is funded by a grant from Program Kompetisi Kampus Merdeka (PKKM) 2021, Faculty of Computer Science, Universitas Indonesia. Publisher Copyright: {\textcopyright} 2021 IEEE.; 2nd International Conference on Computer Science and Engineering, IC2SE 2021 ; Conference date: 16-11-2021 Through 18-11-2021",
year = "2021",
doi = "10.1109/IC2SE52832.2021.9791971",
language = "English",
series = "Proceedings - 2nd International Conference on Computer Science and Engineering: The Effects of the Digital World After Pandemic (EDWAP), IC2SE 2021",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
booktitle = "Proceedings - 2nd International Conference on Computer Science and Engineering",
address = "United States",
}