Measurement of airline service sentiment analysis using vector space model

Airlines are an organization that provides flight services for passengers or goods in Indonesia. There are many airlines available at this time giving passengers the option to choose the airline they want to use. Online reviews are one factor that is quite important in influencing consumer trust and interest in choosing an airline. On the Tripadvisor site, few or many reviews are given by consumers will have an influence on other potential customers but monitoring and organizing reviews from other consumers is not easy. There are too many reviews published from online review sites if they are processed manually. Therefore, it is necessary to use a sentiment analysis application to classify positive, negative, and neutral reviews from consumers so that it speeds up and makes it easier to review the shortcomings of each airline. Method Vector Space Model is used because it is relevant and effective in searching and categorizing text documents by using Cosine Similarity to look for similarities between the query vector and the document vector. The evaluation method used is Confusion Matrix which will calculate the accuracy precision and recall of the resulting test value. The results of the evaluation and validation carried out by this study resulted in an accuracy value of 76,42% with a value of precision of 83% and a recall of 87%.