| dc.description.abstract | Telkomsel is one of the telecommunications service providers with the
largest market share in Indonesia. However, in 2021, Telkomsel will be included
in the list of companies with the second most consumer complaints after
Indihome, according to a report by the Indonesian Consumers Foundation
(YLKI). The last few reviews on MyTelkomsel also show complaints from users
such as login failures, bugs, network disruptions and package prices that are
slowly rising. Therefore, it is necessary to conduct a sentiment analysis of user
reviews so that it can be seen the priority factors that affect the complaints and
proposed improvements that can be made. This study uses the latest MyTelkomsel
application user review data in July 2022 on Google Play. Data was collected
using Google Scraper and sentiment analysis was carried out using text mining
method. Based on sentiment analysis, it was found that there were 161 reviews
with positive sentiment and 156 reviews with negative sentiment. Factors that
influence negative sentiment are poor signal/network, expensive package/quota
prices, data security, connection speed, information compatibility, promotions
and call centers. Proposed improvements using 5 Why Analysis and obtained
suggestions, namely increasing the capacity of network transmitters (BTS),
conducting research and collaboration in the maintenance and development of
cheaper technologies, implementing a cahce system to save bandwidth usage and
providing clear, easy to understand and easy to find information for users when
buying a quota. | en_US |
