Ida Ayu Laksmi, I Made Candiasa, Putu Hendra Suputra

A Analisis Tingkat Kepuasan Konsumen Pada Pelayanan PT. AXZ Furniture Di Media Internet Menggunakan Metode VADER dan ARM

Introduction

A analisis tingkat kepuasan konsumen pada pelayanan pt. Axz furniture di media internet menggunakan metode vader dan arm . Analisis kepuasan konsumen PT. AXZ Furniture pada pelayanan media internet menggunakan VADER dan ARM. Bandingkan akurasi VADER (34%) vs ARM (64%) untuk rekomendasi layanan.

Abstract

Bali Art Furniture is one of the companies in Bali that exports furniture and home decoration products. During its operation, this company utilises various internet media platform services such as websites, Facebook Marketplace, Instagram, WhatsApp Business, Pinterest, and Google to communicate online with consumers. As the company has grown over time, it has recruited many employees to increase its capacity to provide services. The company has never conducted a systematic evaluation of customer service satisfaction, either internally or externally. Based on this phenomenon, a customer satisfaction analysis was conducted using customer comment data. Customer service satisfaction was evaluated using the VADER and ARM methods as a basis for comparing the effectiveness of these methods. Based on the analysis of the two methods, the VADER method produced an accuracy of 34%, while the ARM method produced an accuracy of 64%. The evaluation results using the confusion matrix of the VADER model showed that positive comments were more recognisable by the system than negative and neutral comments, as seen from the positive recall value of 0.90, which was greater than the negative and neutral recall values. Meanwhile, the evaluation results using the ARM method showed that neutral comments were more recognisable by the system than positive and negative comments, as seen from the neutral recall value of 0.88, which was greater than the positive and negative recall values. Thus, the highest accuracy results in the ARM model became the guideline in making recommendation results.

Review

The paper, "Analisis Tingkat Kepuasan Konsumen Pada Pelayanan PT. AXZ Furniture Di Media Internet Menggunakan Metode VADER dan ARM," addresses the critical need for systematic customer satisfaction evaluation in online retail. It focuses on Bali Art Furniture, a company leveraging multiple internet platforms for customer interaction and which had not previously conducted a formal assessment of its customer service performance. The study's primary objective is to analyze customer service satisfaction based on customer comment data, employing and comparing the effectiveness of the VADER and ARM sentiment analysis methods. A significant strength of this research lies in its practical relevance to businesses operating extensively online, providing a data-driven approach to understanding customer sentiment. The comparative methodology, pitting VADER against ARM, offers valuable insights into the applicability of different sentiment analysis techniques for this specific context. The findings indicate a clear distinction in performance, with the ARM method achieving a substantially higher accuracy of 64% compared to VADER's 34%. Furthermore, the analysis provides granular detail on model performance, highlighting VADER's strength in recognizing positive comments (recall 0.90) and ARM's proficiency with neutral comments (recall 0.88). The judicious decision to base recommendations on the more accurate ARM model underscores a pragmatic approach to leveraging research outcomes. Despite its contributions, the study presents several areas for potential improvement. Foremost, the very low accuracy achieved by the VADER method (34%) warrants further investigation and explanation within the full paper. Given the Indonesian title, it is crucial to clarify whether VADER was adapted for the Indonesian language, as its standard lexicon is English, which could significantly impact its performance. Additionally, there is a minor inconsistency between the company name "PT. AXZ Furniture" in the title and "Bali Art Furniture" in the abstract, which should be standardized for clarity. While the abstract mentions that ARM's results guide recommendations, the specific nature of these recommendations is not elaborated upon, leaving a gap for readers interested in the actionable outcomes. Future research could explore more advanced natural language processing techniques, provide a detailed linguistic context of the comment data, and offer concrete examples of the recommendations derived from the analysis.

Full Text

Comments

You need to be logged in to post a comment.