Analisis Kepuasan Pelanggan Jasa Pengiriman Anteraja dengan Metode Text Mining dan Importance Performance Analysis

Abstract

The Indonesian Consumer Service Foundation, a non-profit organization that handles consumer complaints, research, education, publication and provision of data and information, reports that Anteraja is the shipping company with the most complaints from consumers in 2021. The data indicates customer dissatisfaction with Anteraja's services. This study aimed to determine the level of customer satisfaction with the service quality of Anteraja and the priority attributes of the Anteraja delivery service that needed to be improved, to measure service quality. Text mining is used to determine the level of customer satisfaction, followed by the Importance Performance Analysis (IPA) method to determine service attributes that require improvement. The Text Mining method was carried out using a sentiment analysis approach to 1,000 tweets from Anteraja delivery service customers containing the keyword "Anteraja". Meanwhile, the advanced Importance Performance Analysis method was carried out by distributing an online questionnaire form to 100 respondents who use Anteraja delivery services. The study concluded that as many as 40.6% of Anteraja delivery service users were dissatisfied with the service they received. Improvement priorities are timely delivery, quick response to customer requests, compensation policies, and handling customer complaints.