KLASIFIKASI KELUHAN PENGGUNA KAI ACCESS UNTUK PEMESANAN TIKET DENGAN ALGORITMA SVM DAN NAÃVE BAYES
DOI:
https://doi.org/10.31000/jika.v6i2.6187Abstract
Perkembangan dan kemajuan Teknologi Informasi dan Komunikasi (TIK) sangat diperlukan guna untuk memudahkan dan menyelesaikan berbagai masalah yang dihadapi oleh manusia dengan cepat dan singkat. Disamping itu, masyarakat zaman sekarang ingin semuanya serba praktis dan tidak menyita banyak waktu. Salah satu contoh permasalahan sehari-hari yang menjadi perhatian masyarakat sekarang adalah transportasi. Kereta api nampaknya menjadi salah satu alat transportasi favorit orang Indonesia terbukti dengan meningkatnya layanan khusus Kereta Api diberbagai perangkat Android, IOS, dan Windows Phone. Penelitian ini fokus terhadap menganalisa kepuasan pengguna aplikasi KAI Access terhadap pemesanan tiket, Penelitian ini bertujuan untuk menganalisis keluhan pengguna aplikasi KAI Access dalam pemesanan tiket kereta api secara online. Terdapat 1321 komentar positif dan negatif pada pengguna aplikasi kai access untuk keluhan pemesanan tiket. Dengan menggunakan Algoritma SVM dan Naïve Bayes dilakukan perbandingan pengujian atas komentar positif dan negatif tersebut. Dari proses pengujian tersebut didapatkan hasil akurasi dari algoritma SVM nilai akurasi = 73.36% dan nilai AUC = 0.794. sedangkan untuk algoritma Naïve Bayes nilai akurasi dan nilai AUC dari algoritma yaitu untuk SVM nilai akurasi = 67.10% dan nilai AUC = 0.573. Dapat disimpulkan bahwa algoritma yang lebih unggul adalah memiliki nilai akurasi tertinggi adalah Algoritma SVM dibanding dengan algoritma Naïve Bayes.References
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