Sentiment Analysis Towards Courier Service: Case Study on JNE Semarang

Abstract

Society as customers often gives an opinion about the company's product and service. Opinion delivered by customers can be both in positive and negative judgments. It is in the form of opinions that describe a customer's emotional expression. Therefore, it is important for companies to be able to understand customers' emotional tendencies from the opinions of texts submitted online. In this study, data text is used in the form of opinions of users of JNE Semarang courier services to conduct sentiment analysis by mining opinions from customer reviews. This research generally proposes the implementation of sentiment analysis of JNE customer's opinion by using K-nearest Neighbor algorithm to classify customer's opinion regarding JNE services. The Confusion Matrix model is adapted to measure the accuracy of the classification results. And the results show that majority opinions classify into negative sentiment with the highest accuracy on value k=7.

Exploring public sentiments towards courier services in Malaysia through Twitter: a sentiment analysis approach

“…Sentiment analysis is a pivotal process, delves into the textual content to discern the opinions related to a specific subject of interest [23]. It meticulously computes each text to ascertain its opinion tendency, categorizing it as either a positive or negative opinion tendency [24]. In this study, sentiment analysis is applied to discern customers positive and negative sentiments, a departure from prior research that employed sentiment analysis to gauge the quality of courier services through the use of data from Twitter [25], [26].…”