Modelling Service Quality of Internet Service Providers during COVID-19: The Customer Perspective Based on Twitter Dataset

Bagus Setya Rintyarna,Fika Hastarita Rachman,Triawan Adi Cahyanto,Heri Kuswanto,Riyanarto Sarno,Wiwik Suharso,Emy Kholifah Rachmaningsih

doi:10.3390/informatics9010011

Bagus Setya Rintyarna, Fika Hastarita Rachman + Show 5 more

Open Access

https://doi.org/10.3390/informatics9010011

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Abstract

Internet service providers (ISPs) conduct their business by providing Internet access features to their customers. The COVID-19 pandemic has shifted most activity being performed remotely using an Internet connection. As a result, the demand for Internet services increased by 50%. This significant rise in the appeal of Internet services needs to be overtaken by a notable increase in the service quality provided by ISPs. Service quality plays a great role for enterprises, including ISPs, in retaining consumer loyalty. Thus, modelling ISPs’ service quality is of great importance. Since a common technique to reveal service quality is a timely and costly pencil survey-based method, this work proposes a framework based on the Sentiment Analysis (SA) of the Twitter dataset to model service quality. The SA involves the majority voting of three machine learning algorithms namely Naïve Bayes, Multinomial Naïve Bayes and Bernoulli Naïve Bayes. Making use of Thaicon’s service quality metrics, this work proposes a formula to generate a rating of service quality accordingly. For the case studies, we examined two ISPs in Indonesia, i.e., By.U and MPWR. The framework successfully extracted the service quality rate of both ISPs, revealing that By.U is better in terms of service quality, as indicated by a service quality rate of 0.71. Meanwhile, MPWR outperforms By.U in terms of customer service.

Highlights

Introduction published maps and institutional affilInternet service providers (ISPs) conduct their business by providing features of Internet access to their customers
This study aimed to provide a framework for determining the service quality of ISPs by using an extensive dataset from social media, Twitter
We collect Tweets with the hashtag #by.u and #mpwr using R language as those two ISPs are the product of the two largest telecommunications companies in Indonesia: Telkomsel and Indosat

Summary

Introduction

Internet service providers (ISPs) conduct their business by providing features of Internet access to their customers. Access to the Internet has become a basic need, enabling us to communicate, shop and even work. The demand for Internet services has significantly increased, especially since the spread of the coronavirus disease (COVID-19), which was first identified in Wuhan in 2019. The pandemic has shifted work and school activities to an online mode performed from home. Business and marketing are carried out by online marketplaces, and millions of workplaces shift to remote methods. These facts demand the increase in the real-time connection through the Internet. As reported by Forbes, global Internet consumption has increased by 50%. Up to 70% of this traffic is comprised of video streaming

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