Using Text Mining to Analyze Mobile Phone Provider Service Quality (Case Study: Social Media Twitter)

Abstract

Competition between telephone providers to attract new customers can be seen through advertisement war on TVs, posters, and radios nearly every moment. Question is arise on how do we measure the quality of these providers in order to choose the best one for oneself. This paper is written to solve the question by measuring customer satisfaction by using text mining. The sample model is extracted from social media Twitter and the sentiment polarity is measured using the Naïve Bayes classifier method. The model shows a promising result on defining the popularity based on customer's satisfaction and therefore defining the best provider to be used