Title: Measuring service quality in the telecommunications industry from customer reviews using sentiment analysis: a case study in PT XL Axiata

Authors: Budyono Saputro; Achmad Nizar Hidayanto; Zaenal Abidin; Naraphorn Paoprasert

Addresses: Faculty of Computer Science, Universitas Indonesia, Kampus UI Depok, 16424, Indonesia ' Faculty of Computer Science, Universitas Indonesia, Kampus UI Depok, 16424, Indonesia ' Faculty of Computer Science, Universitas Negeri Semarang, Semarang, Indonesia ' Department of Industrial Engineering, Faculty of Engineering, Kasetsart University, Bangkok, 10900, Thailand

Abstract: One of the challenges in the company is to understand the customer perception provided by the company. Service quality is very important to be well maintained by the company. This situation will reflect on how excellent the company in serving customers. Well-maintained service quality is one of the success parameters to enhance customer satisfaction. In this paper, service quality level from customer review was measured by using sentiment analysis, by targeting the customers in Twitter who mention XL Axiata (XL), one of the telecommunication companies in Indonesia. To determine the service quality level, fast large-margin classification methodology and sentiment analysis were used to classify the reviews for seven service quality dimensions in the telecommunication industry: value-added services, billing system, convenience, pricing plans, network quality, employee's competency, and customer service. The result showed that the network quality dimension was the most service quality dimension that obtained review and positive sentiment from the customer.

Keywords: service quality; sentiment analysis; telecommunication; customer perceive; fast large-margin; classification; evaluation; innovation.

DOI: 10.1504/IJIL.2021.117224

International Journal of Innovation and Learning, 2021 Vol.30 No.2, pp.188 - 200

Received: 16 Nov 2019
Accepted: 08 Jul 2020
Published online: 24 Aug 2021 *

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