This study aims to determine and analyze responses regarding customer satisfaction Ruangguru Application to the learning space features in the Ruangguru Application at every level of education. This is useful to know the strengths and weaknesses of the Ruangguru Application based on sentiment responses from Ruangguru users. Ruangguru is an online tutoring startup and a technology-based educational content service and provider no. 1 in Indonesia. So of course, customer satisfaction is an important thing that is the goal of the company. So that when customer satisfaction is met, that is where the company can realize their goals. To see how the level of customer satisfaction, sentiment analysis methods and topic modeling are used in processing the data so that responses can be seen as to what is provided by the customer so that it can be an evaluation for the Ruangguru Application.
This study aims to determine the comments and responses of various parties regarding the online learning carried out during the COVID-19 pandemic in Indonesia using sentiment analysis and topic modeling methods with Orange's machine learning. Data in the form of comments and reactions from various parties regarding online learning was taken on April 18, 2020 and January 21, 2021 from Twitter using the API (Application Programming Interface). The results of the processed data taken on April 18, 2020, revealed that of the comments and responses that appeared, most of them contained the emotion of surprise with a value of 44.5%. The excitement of surprise arose mostly because Indonesians weren't ready for online learning. And the data collection on January 21, 2021 contains the highest amount of joy emotions with a value of 48.4%. Joy's emotions arise due to the tale of the task rider. Information from this research is that the e-learning system that has been implemented to date is still experiencing problems. These can be seen from the complaints where the word assignment was used 481 times. In addition, complaints with the word abandonment reappeared 330 times in the second period.
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