Online transportation in Indonesia is a new trend of transportation that is currently used among the lower to upper society. The change in behavior began in 2011 and is growing to this day, The comments that are growing on social media are very important for the online transportation company the negative comments lower the level of users while the good comments increase the users' level. Thus, the comments influence the overall trust of their customers. Among social media, Twitter is a place where many people convey feelings of pleasure and displeasure timely, especially at a time when the COVID-19 pandemic is becoming a serious outbreak. Through these "tweets," many customers express their experience with the service. In this paper, we aim to analyze the experience of online transportation consumers using Support Vector Machine. The data were taken in two periods, i.e. April 2019 ("the normal era") and June 2020 ("the COVID-19 pandemic outbreak. Class logging is done based on 3 categories namely positive, negative and normal, while in mining the data we labeled with the keywords @grabID and @gojekindonesia, 1618 data were obtained with a ratio of 1183 is normal era data and 435 data in the era of COVID-19 pandemic, The highest accuracy results occurred in the normal era with a ratio of 10% as test data and 90% as its training data on linear and sigmoid kernels of 0.8060 while the COVID-19 era only got the highest accuracy of 0.59 in linear kernels with a ratio of 60:40. This is a sign that the COVID-19 pandemic does not contribute to decreasing trust in the service.
In a previous study conducted by (Cut Nuraini, “Combine Application Theory of Humanistic Learning with Cognitive Methods in Learning (Its Application in Learning Indonesian Language) as One Model of Teaching Arts)”. UNSIKA: 2016) have obtained quite good results in the application of Combine Application of Humanistic and Cognitive theories in Indonesian Language Learning at FASILKOM. Referring to the success of previous research, it is unfortunate if it is not continued and developed. Previous research development in this study was by designing book applications in digital form or applications from the application of Cognitive Theory and Humastik on Indonesian Language learning at FASILKOM using the Forward Chaining method in Expert Systems.
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