Pemetaan Sentimen Pengguna Media Sosial dalam Evaluasi Quality of Experience Kinerja Layanan Video Streaming
DOI:
https://doi.org/10.23887/jstundiksha.v13i1.61570Kata Kunci:
QoE, big data, Sentiment Analysis, Video Streaming, User PerceptionAbstrak
Teknologi pengolah Big Data saat ini mengalami kemajuan dalam berbagai hal, mulai dari teknologi pendukung hingga area implementasi pemanfaatan Big Data itu sendiri. 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. Jumlah pengguna yang sangat banyak juga dapat memberikan peluang terkait jenis interaksi pengguna dalam media sosial dan sentimen pengguna dalam memberikan umpan balik secara natural terkait kepuasan layanan yang diterima. Dalam penelitian telah dipetakan persepsi pengguna dalam pengukuran QoE berdasarkan komentar pengguna layanan pada media sosial. 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 menjadi faktor yang paling banyak disampaikan pengguna dalam media sosial.
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