Analisis Sentimen dan Deteksi Emosi Menggunakan Metode NRC Emotion Lexicon Pada Google Maps Review di Wulan Rent Car

Septian Wulandari, Dian Novita, Agus Wilson

Abstract


Car rental is one of the most sought after transportation options. One platform widely used for searching car rental information is Google Maps. Consumer feedback through Google Maps reviews is the first thing new consumers see when using car rental services. Good feedback will attract more consumers, while negative feedback can have fatal consequences for the company. This study aims to analyze sentiment towards Google Maps Reviews to help companies gain useful insights to improve the quality of their services. This study uses the NRC Emotion Lexicon method for sentiment analysis and emotion detection. There are 8 emotional features: anger, anticipation, disgust, fear, joy, sadness, surprise, and trust. The results of the study indicate that the dominant emotional features are trust at 28.76%, anticipation at 26.53%, and joy at 27.3%. This also provides quite high results, meaning that expectations and hopes for service at Wulan Rent Car have met their desires. The results of the sentiment analysis show a positive response of 293 datasets (66.14%) and the smallest response is a negative response of 14 datasets (3.16%). This certainly shows that the results of consumer sentiment analysis on Google Maps reviews of Wulan Rent Car are considered quite positive.

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References


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