| Issue |
E3S Web Conf.
Volume 317, 2021
The 6th International Conference on Energy, Environment, Epidemiology, and Information System (ICENIS 2021)
|
|
|---|---|---|
| Article Number | 05031 | |
| Number of page(s) | 6 | |
| Section | Information System Management and Environment | |
| DOI | https://doi.org/10.1051/e3sconf/202131705031 | |
| Published online | 05 November 2021 | |
Sentiment Analysis for Video on Demand Application User Satisfaction with Long Short Term Memory Model
1 Master Program of Information System, School of Postgraduate Studies, Diponegoro University, Semarang, Indonesia
2 Departement of Statistics, Faculty of Science and Mathematics, Diponegoro University, Semarang, Indonesia
3 Departemen of Physics, Faculty of Science and Mathematics, Diponegoro University, Semarang, Indonesia
* Corresponding author: ginakhayatunnufus@gmail.com
Customer reviews are important information that can be used by providers of goods or services to maintain customer loyalty, understand customer feelings and analyze the business competition. Users use customer feedback on social media or e-commerce as material for consideration before using or buying products. This study aims to conduct a sentiment analysis for user satisfaction of the Video on Demand application in Indonesia with the Long Short-Term Memory (LSTM) model. LSTM, which is a deep learning method that is widely implemented in natural language processing research. Sentiment analysis is applied to find out how customers feel about products on the market. The study results indicate that the LSTM model's implementation for sentiment analysis using two positive and negative labels obtained the value of precision 73.81%, recall 73.81%, f1 score 73.81%. In addition, the accuracy value obtained is 73.90% can be used as a consideration for the company in knowing user sentiment to meet the expectations and desires of customers and keep customers using the service.
© The Authors, published by EDP Sciences, 2021
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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