Analysis of Customer Sentiment at Paga Lewu Store Using the Naive Bayes Clasifer Method

Abstract

Sentiment Analysis is a technique for extracting text data to obtain information about positive, neutral or negative sentiments. The purpose of sentiment analysis is given by internet users on social media to provide a personal assessment or opinion. Paga Lewu Shop that often gets user sentiment through social media is Paga Lewu Shop. The existence of consumer opinion sentiments about Paga Lewu Shop can be analyzed and utilized to obtain useful information for other customers and the Paga Lewu Shop. By using the Text Mining technique classification method, a sentiment will be known as positive, neutral or negative. One of the algorithms widely used in sentiment analysis is the Naïve Bayes classification method. This study uses the Naïve Bayes Classifier (NBC) method with tf-idf weighting accompanied by the addition of an emotion icon conversion feature (emoticon) to determine the existing sentiment class from tweets about the Paga Lewu Shop. The results of the study show that the Naïve Bayes method without additional features is able to classify sentiment with an accuracy value of 96.44%, while if the tf-idf weighting feature is added along with the conversion of emotion icons, the accuracy value can be increased to 98%.