Amanda, Rizki and Sabrina, Nezalfa (2025) Analisis Tren Topik Pembicaraan dan Sentimen Publik Terkait Telkom Akses di Platform X. Project Report (Praktek Kerja Lapang dan Magang). Fakultas Ilmu Komputer, Surabaya.
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Abstract
Telkom Akses is one of the telecommunications service providers focusing on internet networks and digital services. With the increasing use of Platform X as a medium for public communication, it is crucial for the company to understand customer opinions about their services. This study aims to analyze trends in discussion topics and public sentiment regarding. Telkom Akses services on Platform X. The primary focus of the research includes evaluating network quality, responsiveness of customer service, and acceptance of the company’s digital innovations. The findings are expected to provide relevant recommendations to enhance service quality, foster better customer relationships, and improve the company’s competitiveness in the telecommunications industry. This study employs a secondary data analysis method by processing 6,294 public texts collected from Platform X over a specific period. To identify the main topics of public concern, the Latent Dirichlet Allocation (LDA) technique was applied, enabling topic modeling based on the distribution of words within documents. Sentiment analysis was conducted using a lexicon-based approach, categorizing public sentiment into three primary categories: positive, neutral, and negative. The analysis process utilized text analysis software supporting text mining techniques to identify patterns, trends, and relationships between discussed topics and public sentiment accurately. The findings reveal that the majority of public opinions are neutral (4,740 texts), followed by positive opinions (1,084 texts) and negative opinions (470 texts). The main topics discussed include complaints about network disruptions, user experiences with customer service interactions, and appreciation for the company’s digital innovations, such as service digitalization programs. Negative sentiment is primarily associated with unstable network quality and unresponsive customer service, while positive sentiment reflects appreciation for innovative programs that simplify service access. Based on these findings, it is recommended that Telkom Akses improve customer service responsiveness, enhance network quality sustainably, and adopt more proactive communication strategies to build more effective customer engagement.
| Item Type: | Monograph (Project Report (Praktek Kerja Lapang dan Magang)) | ||||||||
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| Subjects: | Q Science > QA Mathematics Q Science > QA Mathematics > QA76.6 Computer Programming T Technology > T Technology (General) |
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| Divisions: | Faculty of Computer Science > Departemen of Data Science | ||||||||
| Depositing User: | Rizki Amanda Amanda | ||||||||
| Date Deposited: | 07 Jul 2026 06:35 | ||||||||
| Last Modified: | 07 Jul 2026 07:19 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/54667 |
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