ANALISIS SENTIMEN KEPUASAN PELAYANAN TRANSPORTASI ONLINE GOJEK MENGGUNAKAN ALGORITMA EXTREME LEARNING MACHINE

Abstract

With the rapid advancement of technology, online transportation has become the main solution for many people in Indonesia to travel easily and efficiently. Companies such as GOJEK are constantly innovating to improve their services, resulting in many responses and reviews from users. This research aims to analyze customer satisfaction with these online transportation services by analyzing the sentiment of user opinions on the Twitter platform. Sentiment analysis plays a very important role in decision making by classifying user reviews. Data was retrieved through a crawling process using specific keywords related to each service. The data preprocessing process includes case folding, tokenizing, normalization, stemming, filtering, and convert negation. This aims to clean and prepare the data so that it can be processed using the algorithm better. This process includes removing irrelevant elements from the text data, converting the text into a consistent or more standardized form, reducing the number of features in the data by stemming, and converting the text into numbers or vectors so that it can be processed by the algorithm. Feature extraction is performed using the Word2Vec model to convert text into a numerical vector representation that can later be processed by ELM. Converts words into numeric vectors in a high-dimensional space, where words that have the same context in the text are close to each other in that space. The ELM (Extreme Learning Machine) algorithm is used as a classification model due to its high training speed and good generalization ability. Model evaluation is done using confusion matrix which measures classification performance through accuracy, precision, recall matrix. The results of this study show that the ELM algorithm with Word2Vec feature extraction is able to classify user sentiment with a high level of accuracy. This research provides insight into user satisfaction with online transportation services and can be a reference for companies to improve their service quality