REAL-TIME COMPANY DECISION SUPPORT SYSTEM USING MICROBLOGS STUDY CASE : BOLT! 4G ULTRA LTE (Indonesian Mobile Broadband Service)

HIDAYATULLAH, TAUFIK (2018) REAL-TIME COMPANY DECISION SUPPORT SYSTEM USING MICROBLOGS STUDY CASE : BOLT! 4G ULTRA LTE (Indonesian Mobile Broadband Service). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

With 3 million users and stable customer growth, BOLT! is a service with a high potential to be extracted information using Data Mining approach. By the end of February 2018, BOLT!’s Twitter account reached more than 54,000 followers, 220,000 tweet and replies, and no fewer than 100 complaints per day. In social media, content analysis and text mining are often used to analyze user-generated text and support decision-making. It is an opportunity for the government or even company, to obtain information that is important to improve public satisfaction and enhance the performance of their products and services. This study proposed the Real-time Company decision support system that handles the complaint from the user by using microblogs data. Data collection in this application is using real-time tweet data which fetched from Streaming API services that provided by Twitter. After that, the raw data tweet being processed using text mining techniques, including preprocessing, the classifying process and extracting location methods. To detect and classify the complaint from the user, this research applied Naïve Bayes classifier. With a total of 15808 tweets data are trained which is balance in the number annotated as a complaint or either non-complaint. Afterward, the model is evaluated by using K-Fold Cross Validation. The result shows the classifier gets the value of Accuracy 94.86%, High precision with 99.18%, and Recall 91.29%. To extract the location from a complaint tweet, NLP technique being used with accuracy 76.8% which is pretty good to predict and get the location. This Real-time Company Decision Support System using Microblogs is very useful for BOLT! in order to support the decision making based on the data retrieved from the system. With Real-time Data Streaming, Real-time Map visualization, and data analytics tools, this decision support system will be needed for BOLT! or other companies that used microblogs as media for customer service. Keywords: Twitter, Text Mining, Naïve Bayes, Microblog, Location Extraction

Item Type: Thesis (S1)
Call Number CD: FIK/INF. 19 064
Call Number: SIK/15/18/044
NIM: 41514010118
Uncontrolled Keywords: Twitter, Text Mining, Naïve Bayes, Microblog, Location Extraction
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.5 General Purpose Application Programs/Program Aplikasi dengan Kegunaan Khusus
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor > 651.8 Computer Application for Office Management/Aplikasi Komputer untuk Manajemen Perkantoran
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.01-658.09 [Management of Enterprises of Specific Sizes, Scopes, Forms; Data Processing]/[Pengelolaan Usaha dengan Ukuran, Lingkup, Bentuk Tertentu; Pengolahan Data]
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.01-658.09 [Management of Enterprises of Specific Sizes, Scopes, Forms; Data Processing]/[Pengelolaan Usaha dengan Ukuran, Lingkup, Bentuk Tertentu; Pengolahan Data] > 658.05 Data Processing Computer Applications/Pengolahan Data Aplikasi Komputer
Divisions: Fakultas Ilmu Komputer > Informatika
Depositing User: Dede Muksin Lubis
Date Deposited: 28 Nov 2018 03:27
Last Modified: 16 Oct 2019 03:09
URI: http://repository.mercubuana.ac.id/id/eprint/45720

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