GUNAWAN, ADE (2020) ANALISIS SENTIMEN KEPUASAN NASABAH BANK BCA MULTIFINANCE MENGGUNAKAN ALGORITMA NAIVE BAYES BERBASIS ANDROID. Undergraduate thesis, Universitas Stikubank.
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Abstract
Kepuasan nasabah adalah suatu kondisi dimana harapan, permintaan dan keperluan nasabah terpenuhi. Tujuan penelitian ini adalah untuk memprediksi kepuasan nasabah terhadap kualitas pelayanan Bank BCA Multifinance Cabang Semarang yang ditinjau dari aspek Tangible (Bukti Nyata), Reliability (Keandalan), Responsiveness (Ketanggapan). Sampel penelitian ini adalah nasabah Bank BCA Multifinance Cabang Semarang. Menggunakan algoritma Naive Bayes, penulis mencoba memprediksi kepuasan nasabah terhadap kualitas pelayanan Bank. Analisis sentimen dibutuhkan untuk mendapatkan informasi yang dapat digunakan sebagai manajemen reputasi dan sarana evaluasi bagi perusahaan. Pada penelitian ini dibuat sistem dengan tujuan untuk menghasilkan informasi sentimen nasabah yang mengarah ke sentimen positif dan negatif mengenai pelayanan di Bank BCA Multifinance dengan menggunakan metode Naive Bayes. Hasil penelitian ini adalah sebuah sistem yang dapat membantu perusahaan dalam mengevaluasi kepuasan nasabah terhadap pelayanan Bank BCA Multifinance. Sehingga dapat menjadi bahan pertimbangan dalam meningkatkan kualitas pelayanan di Bank BCA Multifinance cabang Semarang. Customer satisfaction is a condition where the expectations, requests and needs of customers are met. The!purpose of_this=study is to*predict_customer satisfaction}with?the service-quality)of Bank BCA Multifinance Semarang.Branch in,terms of.Tangible aspects, Reliability,:Responsiveness. The’sample.of this.study is a customer”of:Bank BCA Multifinance Semarang Branch.in terms|of/Tangible aspects, Reliability,-Responsiveness.\The”sample-of*this study$is a customer-of Bank BCA Multifinance Semarang’Branch. Using?the Naïve=Bayes=algorithm,”the authors try to+predict”customer satisfactionwith..the quality_of bank services. Sentiment analysis is needed to obtainvii information that can be used as a reputation management and evaluation tool for the company. In this study, a system was created with the aim of generating customer sentiment information that leads to positive and negative sentiments regarding services at the BCA Multifinance Bank using the Naive Bayes method. The-results of,,this”study are a::system that can-help companies evaluate customer satisfaction with Bank BCA Multifinance services. So that it can be taken into consideration in improving the quality of service at the Semarang branch of BCA Multifinance Bank.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | NIM.15.01.53.0158 SKR.I.05.01.1910 |
| Uncontrolled Keywords: | data mining, nasabah, naive bayes |
| Subjects: | Q Science > QA Mathematics > QA75 Electronic computers. Computer science |
| Faculty / Institution: | Fakultas Teknologi Informasi > Program Studi Teknik Informatika |
| Depositing User: | H Hayati |
| Date Deposited: | 06 Oct 2020 01:19 |
| Last Modified: | 06 Oct 2020 01:19 |
| URI: | https://eprints.unisbank.ac.id/id/eprint/7206 |
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