Analysis of Telkomsel’s User Internet Service User Satisfaction in Social Media Twitter Using R Programming

This study aims to present the percentage of public satisfaction of Telkomsel's internet network based on public comments at Twitter social media. The analysis was carried out using a simple algorithm that was built by the author on R Programming by doing Tweets classification based on the dictionary that had been construct, that is 20 satisfied words and 20 dissatisfied words as the parameters of the classification.From the result of the analysis, the percentage is obtained and visualized as histogram and wordcloud. The histogram shows that 3.5% of the users are satisfied, 14.5% of them are dissatisfied, while 82% are just neutral or not contained positive nor negative emotions. The results of analysis with wordcloud visualization shows the word “lemot(slow)” is the biggest one representing that the word is the most frequently appears in the comments. Following the analysis by algorithm, a manual analysis is also conducted and shows that 61% of respondents say that the Tweets community comments are categorized as dissatisfied, 16% people between them say that the comments are satisfied, while the remaining 23% were just neutral. From the two kind of analysis', whether the one with simple algorithm or which is done manually, they both produce the same result that is most of the Tweets in the sampling data are categorized as dissatisfied.The simple algorithm built by the author is able to facilitate the process of analyzing the satisfaction of Telkomsel internet network users, so that it can quickly be known to the public response that occurs in a certain time span and this can be used as reference material in improving service to Telkomsel internet network users.