Optimasi Layanan Warung Ayam Bakar Lientang dengan Root Cause Analysis Berdasarkan Hasil Analisis Sentimen Berbasis Aspek
Kata Kunci:
analisis sentimen, pemodelan topik, root cause analysis, rekomendasi bisnis, lexiconAbstrak
Dalam menghadapi persaingan yang ketat, diperlukan strategi bisnis berorientasi pelanggan, salah satunya dengan memanfaatkan ulasan pelanggan yang ada di platform online. Namun, pemanfaatan ulasan pelanggan Warung Ayam Bakar Lientang masih terbilang minim disebabkan oleh keterbatasan sumber daya dan kemampuan pengolahan data. Penelitian ini bertujuan untuk mengetahui aspek dan sentimen yang ada pada ulasan pelanggan Warung Ayam Bakar Lientang dengan menerapkan pemodelan topik menggunakan latent dirichlet allocation (LDA) dan pendekatan berbasis lexicon menggunakan lexicon VADER. Selain itu, penelitian ini juga bertujuan untuk mengidentifikasi akar permasalahan dan merumuskan rekomendasi solusi perbaikan untuk sentimen negatif yang ada di setiap aspek dengan metode root cause analysis. Data yang digunakan berupa data ulasan pelanggan yang diperoleh melalui web scraping pada situs Google Review dari tahun 2021 hingga Oktober 2023. Temuan menunjukkan empat aspek utama dalam ulasan pelanggan, meliputi makanan, pelayanan, suasana, dan nilai, dengan 489 ulasan positif dan 483 ulasan negatif. Hasil analisis sentimen berbasis aspek menjadi dasar untuk root cause analysis dengan diagram fishbone dan melibatkan diskusi bersama pihak stakeholder. Hasil root cause analysis mengungkap akar permasalahan serta rekomendasi solusi perbaikan untuk sentimen negatif yang di setiap aspek.
Referensi
Ali, T., Omar, B. and Soulaimane, K., 2022. Analyzing tourism reviews using an LDA topic-based sentiment analysis approach. MethodsX, [online] 9, p.101894. https://doi.org/10.1016/j.mex.2022.101894.
Aulawi, H., Karundeng, E., Kurniawan, W.A., Septiana, Y. and Latifah, A., 2021. Consumer Sentiment Analysis to E-Commerce in the Covid-19 Pandemic Era. 2021 International Conference on ICT for Smart Society (ICISS). [online] https://doi.org/10.1109/iciss53185.2021.9533261.
Ramachandran, A. and Chidambaram, V., 2012. A review of customer satisfaction towards service quality of banking sector. Periodica Polytechnica Social and Management Sciences, [online] 20(2), p.71. https://doi.org/10.3311/pp.so.2012-2.02.
Rooney, J. J., & Heuvel, L. N. V., 2004. Root cause analysis for beginners. Quality progress, 37(7), 45-56.
Röder, M., Both, A. and Hinneburg, A., 2015. Exploring the Space of Topic Coherence Measures. [online] https://doi.org/10.1145/2684822.2685324.
Sudiro, R.V.O.I., Prasetiyowati, S.S. and Sibaroni, Y., 2021. Aspect Based Sentiment Analysis With Combination Feature Extraction LDA and Word2vec. 2021 9th International Conference on Information and Communication Technology (ICoICT). [online] https://doi.org/10.1109/icoict52021.2021.9527506.
Tho, C., Heryadi, Y., Lukas, L. and Wibowo, A., 2021. Code-mixed sentiment analysis of Indonesian language and Javanese language using Lexicon based approach. Journal of Physics: Conference Series, [online] 1869(1), p.012084. https://doi.org/10.1088/1742-6596/1869/1/012084. Gen, M. & Cheng, R. 2000. Genetic Algorithms and Engineering Optimization. John Wiley & Sons, Inc., New York.
Ali, T., Omar, B. and Soulaimane, K., 2022. Analyzing tourism reviews using an LDA topic-based sentiment analysis approach. MethodsX, [online] 9, p.101894. https://doi.org/10.1016/j.mex.2022.101894.
Aulawi, H., Karundeng, E., Kurniawan, W.A., Septiana, Y. and Latifah, A., 2021. Consumer Sentiment Analysis to E-Commerce in the Covid-19 Pandemic Era. 2021 International Conference on ICT for Smart Society (ICISS). [online] https://doi.org/10.1109/iciss53185.2021.9533261.
Ramachandran, A. and Chidambaram, V., 2012. A review of customer satisfaction towards service quality of banking sector. Periodica Polytechnica Social and Management Sciences, [online] 20(2), p.71. https://doi.org/10.3311/pp.so.2012-2.02.
Rooney, J. J., & Heuvel, L. N. V., 2004. Root cause analysis for beginners. Quality progress, 37(7), 45-56.
Röder, M., Both, A. and Hinneburg, A., 2015. Exploring the Space of Topic Coherence Measures. [online] https://doi.org/10.1145/2684822.2685324.
Sudiro, R.V.O.I., Prasetiyowati, S.S. and Sibaroni, Y., 2021. Aspect Based Sentiment Analysis With Combination Feature Extraction LDA and Word2vec. 2021 9th International Conference on Information and Communication Technology (ICoICT). [online] https://doi.org/10.1109/icoict52021.2021.9527506.
Tho, C., Heryadi, Y., Lukas, L. and Wibowo, A., 2021. Code-mixed sentiment analysis of Indonesian language and Javanese language using Lexicon based approach. Journal of Physics: Conference Series, [online] 1869(1), p.012084. https://doi.org/10.1088/1742-6596/1869/1/012084. Gen, M. & Cheng, R. 2000. Genetic Algorithms and Engineering Optimization. John Wiley & Sons, Inc., New York.
Unduhan
Diterbitkan
Cara Mengutip
Terbitan
Bagian
Lisensi
Hak Cipta (c) 2024 Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer
Artikel ini berlisensiCreative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
