Sentiment Analysis for Video on Demand Application User Satisfaction with Long Short Term Memory Model

Khayatun Nufus Gina, Mustafid Mustafid, Gernowo Rahmat
2021 E3S Web of Conferences  
Customer reviews are important information that can be used by providers of goods or services to maintain customer loyalty, understand customer feelings and analyze the business competition. Users use customer feedback on social media or e-commerce as material for consideration before using or buying products. This study aims to conduct a sentiment analysis for user satisfaction of the Video on Demand application in Indonesia with the Long Short-Term Memory (LSTM) model. LSTM, which is a deep
more » ... arning method that is widely implemented in natural language processing research. Sentiment analysis is applied to find out how customers feel about products on the market. The study results indicate that the LSTM model's implementation for sentiment analysis using two positive and negative labels obtained the value of precision 73.81%, recall 73.81%, f1 score 73.81%. In addition, the accuracy value obtained is 73.90% can be used as a consideration for the company in knowing user sentiment to meet the expectations and desires of customers and keep customers using the service.
doi:10.1051/e3sconf/202131705031 doaj:1fef7db797934a05bd8a6bc5a18f799d fatcat:w72wx7cofnhi7bpdmesoiv6keq