Public Sentiment Analysis of Online Transportation in Indonesia through Social Media Using Google Machine Learning

Abstract

Public opinion is important to agencies or parties in particular fields, as it may indicate a tendency of public's view towards something (such as an object or process). One of them is in the transportation sector. Transportation has become a necessity for the community, many things more effective and efficient online, so that online transportation becomes important for society. The proliferation of online transportation, caused citizens to express opinions through social media. It is important to know the level of service of online transportation considering the large number of users, so that it can be used as a basis for improvement. One of the methods public opinion in social media is by sentiment analysis. The study used the help of Google Machine Learning for the sentiment analysis process that can produce 82,6% of accuracy number, 82,2% of precision, 83,3% of recall with the most sentiment result indicate to public opinion falls into the negative sentiment category for Gojek companies in media social of Twitter.