ANALISIS SENTIMEN TINGKAT KEPUASAN PELANGGAN TERHADAP LAYANAN KURIR J&T EXPRESS MENGGUNAKAN ALGORITMA SUPPORT VECTOR MACHINE (SVM) BERDASARKAN ULASAN PENGGUNA DI GOOGLE PLAYSTORE

Abstract

Courier Service Is One Of The Services That Are Widely Used By The Public, Especially In The Current Digital Era. In This Context, Courier Services Allow Shippers To Deliver Goods Or Documents Without The Need To Be Present Directly To The Destination Location. J & T Express, As One Of The Shipping Expedition Service Providers In Indonesia, Is The First Choice For Many People. Although Technology Continues To Evolve And Competition Is Increasingly Fierce, The Quality Of Courier Services Is A Key Factor That Customers Need To Pay Attention To. However, It Should Be Noted That The J&T Express Application In The Google Play Store Received A Low Rating, And This Is The Background Of This Study. the main focus of this study was to identify the level of customer satisfaction with j&t express courier services through reviews available on the google play store. within the framework of this study, sentiment analysis was conducted using the support vector machine algorithm, by applying crisp-dm methodology. the results showed that from the business understanding stage to the modeling stage, the performance of the support vector machine can be considered good. in addition, this study also resulted in an implementation that can be accessed through a website with the address jnt-sentiment.streamlit.app. hopefully, this research can contribute to j & t express in understanding the views of customers and improving the quality of their services