Pemetaan Sentimen Pengguna Media Sosial dalam Evaluasi Quality of Experience Kinerja Layanan Video Streaming
DOI:
https://doi.org/10.23887/jstundiksha.v13i1.61570Keywords:
QoE, Big Data, Analasis Sentimen, Video Streaming, Persepsi PenggunaAbstract
Salah satu sumber Big Data yang terus bertambah adalah data pada media sosial. Jumlah pengguna media sosial erat kaitannya dengan jumlah pengguna layanan video streaming di Indonesia yang mengalami peningkatan sekitar 25 persen pada tahun 2022, dan mencapai 83 juta jumlah pengguna. Untuk menjamin kualitas komunikasi data yang baik, diperlukan pengukuran QoE yang baik, efisien dan akurat. Proses pengukuran yang lama dan biaya yang cukup besar dalam QoE menjadi masalah dalam menjamin layanan video streaming. Jumlah pengguna yang sangat banyak memberikan peluang terjadi banyak interaksi pengguna dalam media sosial dan sentimen pengguna dalam memberikan umpan balik secara alami terkait kepuasan layanan yang diterima. Penelitian ini bertujuan untuk memetakan persepsi pengguna dalam pengukuran QoE berdasarkan komentar pengguna layanan pada media sosial. Penelitian ini termasuk ke dalam jenis kuantitatif dan desain eksperimental sebagai desain penelitian. Subjek penelitian ini adalah persepsi pengguna layanan video streaming dalam media sosial. Data yang digunakan dalam penelitian dikumpulkan berbasis Text Mining untuk selanjutnya dilakukan Social Network Analystic untuk menganalisis data tersebut. Hasil dari sentimen pengguna layanan yang telah dipetakan menunjukan bahwa aspek sistem dan konten penyedia layanan dengan jumlah 59,43% pada layanan video streaming. Hal tersebut menunjukan bahwa persepsi sentimen pengguna layanan memiliki korelasi yang cukup tinggi dengan parameter QoE dalam pengukuran kinerja layanan video streaming. Implikasi penelitian ini adalah Penelitian ini memberikan wawasan yang mendalam mengenai bagaimana pengguna merespons dan merasakan kualitas layanan video streaming berdasarkan pengalaman mereka yang diekspresikan di media social.
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