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      "abstract": "Ulasan pelanggan menjadi sumber informasi bagi Perusahaan untuk mengetahui\r\ntingkat kepuasan pelanggan terhadap kualitas pelayanan yang diberikan. Namun,\r\nbanyaknya jumlah ulasan membuat proses analisis manual menjadi kurang efektif\r\ndan membutuhkan waktu yang cukup lama. Selain itu, isi ulasan yang beragam\r\nmenyebabkan Perusahaan kesulitan dalam memahami kecenderungan sentimen\r\npelanggan secara cepat dan tepat. Permasalahan tersebut juga ditemukan pada toko\r\nretail Super Dazzle yang memiliki banyak ulasan pelanggan dengan berbagai opini\r\nterkait pelayanan dan kualitas toko. Penelitian ini bertujuan untuk melakukan\r\nanalisis sentimen ulasan pelanggan Super Dazzle menggunakan algoritma\r\nMultinomial Naïve Bayes untuk peningkatan kualitas layanan. Data penelitian ini\r\ndiperoleh melalui proses web scraping Google Maps menggunakan Playwright.\r\nTahapan penelitian meliputi preprocessing data, handling negation, pelabelan data\r\nberdasarkan rating, ekstraksi fitur menggunakan TF-IDF, penanganan imbalanced\r\ndata menggunakan SMOTE dan ADASYN, serta hyperparameter Tuning untuk\r\nmeningkatkan performa model. Evaluasi model dilakukan menggunakan accuracy,\r\nprecision, recall, dan F1-Score. Penelitian ini berhasil menunjukan bahwa\r\nalgoritma Multinomial Naïve Bayes mampu mengklasifikasi sentiment ulasan\r\npelanggan dengan baik. Berdasarkan Hasil pengujian, metode SMOTE\r\nmenghasilkan performa terbaik dibandingkan ADASYN dengan Tingkat akurasi\r\n81%. Hyperparameter tuning juga dilakukan pada metode SMOTE yang dipilih dan\r\nberhasil mendapatkan akurasi 94,8% pada alpha 0.01. Hasil akhir Evaluasi dari\r\nmetode SMOTE yang telah di tuning mendapatkan accuracy 81%, precision 81%,\r\nrecall 81%, dan F1-Score 81%. Model yang telah dibangun kemudian\r\ndiimplementasikan ke dalam aplikasi berbasis web menggunakan sstreamlit untuk\r\nmempermudah proses klasifikasi sentimen secara otomatis.",
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            "family": "Sasongko",
            "given": "Theopilus Bayu"
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      "title": "ANALISIS SENTIMEN ULASAN PELANGGAN PADA TOKO\r\nRETAIL SUPER DAZZLE DI GOOGLE MAPS \r\nMENGGUNAKAN ALGORITMA NAÏVE BAYES UNTUK\r\nEVALUASI KUALITAS LAYANAN",
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