?url_ver=Z39.88-2004&rft_id=1917051005&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.title=ANALISIS+SENTIMEN+TERHADAP+KINERJA+PELAYANAN%0D%0ADI+PT+BANK+RAKYAT+INDONESIA+(PERSERO)+TBK.%0D%0AMENGGUNAKAN+METODE+SUPPORT+VECTOR+MACHINE%2C%0D%0ANAIVE+BAYES%2C+DAN+K-NEAREST+NEIGHBORS&rft.creator=DEVI+%2C+RAMADHIA+FITRI+&rft.subject=004+Pemrosesan+data+dan+ilmu+komputer&rft.subject=005+Pemrograman+komputer%2C+program+dan+data&rft.description=Penelitian+ini+mengenai+analisis+sentimen+terhadap+kinerja+pelayanan+di+PT.+Bank%0D%0ARakyat+Indonesia+(Persero)+Tbk.+Dataset+yang+digunakan+sebanyak+1652+data+Xs%0D%0Ayang+dikumpulkan+sejak+bulan+Maret+2022+sampai+dengan+Februari+2023+yang%0D%0Adiklasifikasikan+menjadi+dua+kelas%2C+yaitu+sentimen+positif+dan+sentimen+negatif.%0D%0ADalam+memberikan+pelayanan+kepada+nasabah+antrian+yang+panjang+kerap+terjadi%0D%0APT.+Bank+Rakyat+Indonesia+(Persero)+Tbk.+sehingga+dapat+menyebabkan+komentarkomentar%0D%0Amengenai+pelayanan.+PT.+Bank+Rakyat+Indonesia+(Persero)+Tbk.+belum%0D%0Aterdapat+dalam+menanggapi+komentar+nasabah+seharusnya+dibuatkan+secara+rutin%0D%0Aanalisis+sentimen+terhadap+kinerja+pelayanan.+Analisis+sentimen+dalam+penelitian%0D%0Aini+menggunakan+metode+Support+Vector+Machine+(SVM)%2C+Na%C3%AFve+Bayes%2C+dan+KNearest%0D%0ANeighbors.+Penelitian+ini+menerapkan+penyeimbangan+data+pada+dataset%0D%0Ainbalanced+menggunakan+Synthetic+Minority+Over-sampling+Technique+(SMOTE)%0D%0Auntuk+mendapatkan+performa+yang+terbaik.+Hasil+evaluasi+menggunakan+algoritma%0D%0ASupport+Vector+Machine+(SVM)+pada+dataset+balanced+yang+menghasilkan+kinerja%0D%0Ayang+lebih+baik+dibandingkan+dengan+metode+lainnya+akurasi+sebesar+94%2C30%25%2C%0D%0Aalgortime+Na%C3%AFve+Bayes+sebesar+93%2C68%25+pada+dataset+balanced%2C+sementara+algoritma%0D%0AK-Nearest+Neighbors+(KNN)+sebesar+88%2C31%25+pada+dataset+balanced.+Perbandingan%0D%0Ahasil+kinerja+berdasarkan+ketiga+metode+yang+telah+digunakan+menunjukan+bahwa%0D%0Aalgoritma+Support+Vector+Machine+(SVM)+lebih+baik+dibandingkan+Na%C3%AFve+Bayes%2C%0D%0Adan+K-Nearest+Neighbors+(KNN)+untuk+analisis+sentimen+terhadap+kinerja%0D%0Apelayanan+di+PT.+Bank+Rakyat+Indonesia+(Persero)+Tbk.%0D%0AKata+Kunci%3A+Analisis+Sentimen%2C+Support+Vector+Machine%2C+Na%C3%AFve+Bayes%2C+K-Nearest%0D%0ANeighbors%2C+Pelayanan+PT.+Bank+Rakyat+Indonesia+(Persero)+Tbk.%0D%0A%0D%0AThis+research+is+about+sentiment+analysis+of+the+service+performance+at+PT.+Bank%0D%0ARakyat+Indonesia+(Persero)+Tbk.+The+dataset+used+is+1652+data+Xs+collected+from%0D%0AMarch+2022+to+February+2023%2C+classified+into+two+classes%2C+namely+positive+and%0D%0Anegative+sentiment.+In+providing+services+to+customers%2C+long+queues+often+occur%2C%0D%0APT.+Bank+Rakyat+Indonesia+(Persero)+Tbk.+so+that+it+can+lead+to+comments+about%0D%0Athe+service.+PT.+Bank+Rakyat+Indonesia+(Persero)+Tbk.+Yet+to+be+available+in%0D%0Aresponse+to+customer+comments%2C+we+should+routinely+make+sentiment+analysis+on%0D%0Aservice+performance.+Sentiment+analysis+in+this+study+uses+the+Support+Vector%0D%0AMachine+(SVM)%2C+Na%C3%AFve+Bayes%2C+and+K-Nearest+Neighbors+methods.+This+study%0D%0Aapplies+data+balancing+to+inbalanced+datasets+using+the+Synthetic+Minority+Oversampling%0D%0ATechnique+(SMOTE)+for+the+best+performance.+The+evaluation+results+use%0D%0Athe+Support+Vector+Machine+(SVM)+algorithm+on+a+balanced+dataset%2C+producing%0D%0Abetter+performance+than+other+methods+with+an+accuracy+of+94%2C30%25.+The+Na%C3%AFve%0D%0ABayes+algorithm+is+93%2C68%25+on+a+balanced+dataset%2C+while+the+K-Nearest+Neighbors%0D%0A(KNN)+algorithm+is+88%2C31%25.+The+performance+comparison+results+based+on+the%0D%0Athree+methods+used+show+that+the+Support+Vector+Machine+(SVM)+algorithm+is%0D%0Abetter+than+the+Na%C3%AFve+Bayes+and+K-Nearest+Neighbors+(KNN)+algorithms+for%0D%0Asentiment+analysis+of+service+performance+at+PT.+Bank+Rakyat+Indonesia+(Persero)%0D%0ATbk.%0D%0AKeywords%3A+Sentiment+Analysis%2C+Support+Vector+Machine%2C+Na%C3%AFve+Bayes%2C+K-Nearest%0D%0ANeighbors%2C+service+of+PT.+Bank+Rakyat+Indonesia+(Persero)+Tbk.&rft.publisher=FAKULTAS+MATEMATIKA+DAN+ILMU+PENGETAHUAN+ALAM&rft.date=2023-08-01&rft.type=Skripsi&rft.type=NonPeerReviewed&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F75255%2F1%2FABSTRAK.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F75255%2F3%2FSKRIPSI%2520FULL.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F75255%2F2%2FSKRIPSI%2520TANPA%2520BAB%2520PEMBAHASAN.pdf&rft.identifier=++DEVI+%2C+RAMADHIA+FITRI+++(2023)+ANALISIS+SENTIMEN+TERHADAP+KINERJA+PELAYANAN+DI+PT+BANK+RAKYAT+INDONESIA+(PERSERO)+TBK.+MENGGUNAKAN+METODE+SUPPORT+VECTOR+MACHINE%2C+NAIVE+BAYES%2C+DAN+K-NEAREST+NEIGHBORS.++FAKULTAS+MATEMATIKA+DAN+ILMU+PENGETAHUAN+ALAM%2C+UNIVERSITAS+LAMPUNG.+++++&rft.relation=http%3A%2F%2Fdigilib.unila.ac.id%2F75255%2F