Ulasan produk di marketplace merupakan informasi yang berharga apabila diolah dengan baik. Penjual dapat melakukan analisis ulasan produk untuk mendapat informasi yang dapat digunakan dalam evaluasi produk dan layanan. Kegiatan analisis ulasan produk tidak cukup dengan melihat jumlah bintang, diperlukan melihat seluruh isi komentar ulasan untuk dapat mengetahui maksud dari ulasan. Apabila dalam jumlah sedikit dapat dilakukan secara manual, namun dalam jumlah banyak lebih efektif menggunakan sistem. Dibutuhkan sistem yang mampu menganalisis banyak ulasan dengan efektif agar memudahkan dalam memahami maksud ulasan. Penelitian ini menggunakan algoritma KNN dan TF-IDF dengan pendekatan NLP untuk mengklasifikasikan ulasan produk “hijab instan” ke dalam 2 kelas (positif dan negatif). Klasifikasi menggunakan pendekatan NLP mendapat akurasi sebesar 76,92%, presisi 80,00% dan recall 74,07%, sedangkan tanpa NLP hanya mendapat akurasi sebesar 69,23%, presisi 80,00% dan recall 64,52%. Kata yang sering muncul pada ulasan dapat menggambarkan penilaian pembeli secara umum pada produk. Pada ulasan positif menunjukkan pembeli puas terhadap kualitas, kecepatan pengiriman dan harga barang, sedangkan pada ulasan negatif pembeli kecewa pada warna, dan jumlah barang yang dikirim tidak sama dengan yang dipesan.
Customer satisfaction is very important for public service providers, customer satisfaction can be delivered with a survey application or writing criticism that can be used to evaluate and improve service. Unfortunately, there are only a few customers who are willing to give an assessment. The survey application cannot represent the overall feeling of the customer, so it is necessary to analyze the content of the conversation between the customer and the service personnel to determine the level of customer satisfaction. In small amounts, it can be done manually, but in large quantities it is more effective to use the system. A solution is needed in the form of a system that converts voice conversations into text and analyzes customer satisfaction to obtain information for evaluation and improvement of services. This research uses Knearest neighbors (KNN) and term frequency-inverse document frequency (TF-IDF) algorithm with natural language processing (NLP) approach to classify conversations into 2 classes, "satisfied" and " dissatisfied ". The results of this study received 74.00% accuracy, 76.00% precision and 73.08% recall. In conversations with the label "satisfied" shows customers satisfied with the service and fulfillment of customer desires, while in conversations with the label "not satisfied" customers are less satisfied with the waiting time.
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