Public Sentiment Analysis of Train Services Based on Twitter Opinions Using K-Menas and SVM Methods

Dina Selvia; Sumijan; Musli Yanto

doi:10.35134/komtekinfo.v13i1.677

Authors

Dina Selvia Upi-Yptk Padang
Sumijan Universitas Putra Indonesia YPTK Padang
Musli Yanto Universitas Putra Indonesia YPTK Padang

DOI:

https://doi.org/10.35134/komtekinfo.v13i1.677

Keywords:

Sentiment Analysis, Public Opinion, Twitter, K-Means Clustering, Support Vector Machine (SVM)

Abstract

The development of social media, particularly Twitter, has become a primary means for the public to express opinions, criticisms, and complaints regarding train services, ranging from delays, facility comfort, to ticket policies. The large number of opinions appearing in short, non-standard characters, and containing slang and emoticons makes manual analysis ineffective, resulting in service providers not optimally utilizing valuable information from the public. This study aims to analyze public opinion sentiment on Twitter regarding train services to systematically and structuredly determine public perceptions. The methods used in this study are K-Means Clustering and Support Vector Machine (SVM). K-Means is used to group public opinion based on similarities in language patterns and sentiments to obtain initial labels, while SVM is used to classify opinions into positive and negative sentiments more accurately. The research data comes from the Twitter platform and is obtained through a crawling technique. The maximum limit of tweets retrieved is set at 2005 tweets. The results show that the K-Means method is able to assist the initial labeling process of sentiment data, while the SVM algorithm can classify public opinion with an accuracy level of 99.02%. The combination of clustering and classification methods has proven effective in processing large-scale, unstructured opinion data. Based on the research results, it can be concluded that the sentiment analysis approach using K-Means and Support Vector Machines can provide an objective picture of public perception of train service quality. The results of this analysis are expected to be used by service providers as evaluation material and a basis for decision-making to improve service quality to the public

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