Analisa Interaksi Pelanggan dengan Konsep Social Network Analysis untuk Mengetahui Persepsi Positif dan Negatif berdasarkan Komentar pada Media Sosial Instagram

Amalia Ristantya, Vivi Okiyani, Ellana Triyandah, Friska Febrianti, Salshabilla Aninditha, Siti Kamalliah


Telkomsel is one of the largest cellular telecommunications service providers in Indonesia. This analysis uses the Text Mining method and Social Network Analyst (SNA) method to be effective in determining the perception of complaints and excess customers against Telkomsel providers, so the company can improve quality, resolve customer complaints, and Increase Brand Awareness. Based on the results of the analysis there are perceptions of complaints and excess regarding Telkomsel service and facility providers that need to be improved again.

Full Text:



Alamsyah, A., Paryasto, M., Putra, F. J., & Himmawan, R. (2016, May). Network text analysis to summarize online conversations for marketing intelligence efforts in telecommunication industry. In 2016 4th International Conference on Information and Communication Technology (ICoICT) (pp. 1-5). IEEE.

H. Jee-Uk, J. Jin-Woo, I. Qasim, J. Young-Doo, C. Joon-Myun, L.Dong-Ho. Multi Document Summarization Exploiting Semantic Analysis Based on Tag Cluster. Advances in Multimedia Modelling, volume 7733of the series Lecture Notes in Computer Science, pp 479-489. 2013

Campbell, W. M., Dagli, C. K., dan Weinsten, C. J. (2013). Social Network Analysis with Content and Graphs. Lincoln Laboratory Journal, 62-81.

Sirmakessis, S. (2012). Text Mining and its Applications: Results of the NEMIS Launch Conference. Patras: Springer.

Leng, H. K., dan Hsu, N. Y. (2015). Emerging Trends and Innovation in Sports Marketing and Management in Asia. Hershey, PA: IGI Global.

Sujarweni, V. Wiratna. (2015). Metodologi penelitian Bisnis & Ekonomi (1st ed.). Bantul, Yogyakarta: PT Pustaka Baru.

Sekaran, Uma. dan Bougie, Roger. (2013). Research Methods for Business: A SkillBuilding Approach (6th ed.). The Atrium, Southern Gate, Chichester, West Sussex, PO19 8SQ, United Kingdom: John Wiley & Sons Ltd.

Sujarweni, V. Wiratna. (2015). Metodologi penelitian Bisnis & Ekonomi (1st ed.). Bantul, Yogyakarta: PT Pustaka Baru.

Bratawisnu, M. K., dan Alamsyah, A. (2018) Social Network Analysis Untuk Analisa Interaksi User Dimedia Sosial Mengenai Bisnis E-Commerce (Studi Kasus: Lazada, Tokopedia dan Elevenia). Jurnal Manajemen Dan Bisnis (ALMANA) Vol.2 No.2.

Sucipto, R. H., & Alamsyah, A. (2016). Analisis Jaringan Teks Berdasarkan Social Network Analysis Dan Text Mining Untuk Mengetahui Persepsi Kualitas Merek Pada Konten Percakapan Di Media Sosial Twitter (studi Pada Pt. Indosat Tbk. Dan Pt Telkomsel). eProceedings of Management, 3(1).

Dani (2019, November,19) berempat. com /news/10518/telkomsel



  • There are currently no refbacks.

J-SAKTI (Jurnal Sains Komputer & Informatika)
Published Papers Indexed/Abstracted By:

Jumlah Kunjungan :

View My Stats