Malaysian fibre internet service provider: a naïve Bayes classification Twitter sentiment analysis

In the highly competitive landscape of Malaysian internet service providers (ISPs), users seek efficient ways to assess service quality. While various websites allow visual comparisons of fiber ISPs, a direct side-by-side evaluation remains elusive. A survey of 101 respondents revealed that 92.1% fo...

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Published in:Telkomnika (Telecommunication Computing Electronics and Control)
Main Author: Samah K.A.F.A.; Fahruddin M.N.; Hamzah R.; Riza L.S.; Ismail K.N.; Roslan R.; Aminuddin R.; Nasaruddin N.I.S.
Format: Article
Language:English
Published: Universitas Ahmad Dahlan 2024
Online Access:https://www.scopus.com/inward/record.uri?eid=2-s2.0-85207000548&doi=10.12928%2fTELKOMNIKA.v22i6.25990&partnerID=40&md5=c67fbf1337e7e105bb74a9eab5635293
id 2-s2.0-85207000548
spelling 2-s2.0-85207000548
Samah K.A.F.A.; Fahruddin M.N.; Hamzah R.; Riza L.S.; Ismail K.N.; Roslan R.; Aminuddin R.; Nasaruddin N.I.S.
Malaysian fibre internet service provider: a naïve Bayes classification Twitter sentiment analysis
2024
Telkomnika (Telecommunication Computing Electronics and Control)
22
6
10.12928/TELKOMNIKA.v22i6.25990
https://www.scopus.com/inward/record.uri?eid=2-s2.0-85207000548&doi=10.12928%2fTELKOMNIKA.v22i6.25990&partnerID=40&md5=c67fbf1337e7e105bb74a9eab5635293
In the highly competitive landscape of Malaysian internet service providers (ISPs), users seek efficient ways to assess service quality. While various websites allow visual comparisons of fiber ISPs, a direct side-by-side evaluation remains elusive. A survey of 101 respondents revealed that 92.1% found researching a company's reputation time-consuming. Additionally, relying on English-centric online ratings may lead to skewed outcomes, disregarding reviews in diverse languages. In response, we developed a web-based dashboard utilizing Twitter sentiment analysis (SA) and the naïve Bayes (NB) algorithm to classify Malaysia's best fiber ISPs. The SA focused on four key factors: package price, internet speed, coverage area, and customer service, simplifying the comparison process. The system's usability and functionality tests showed that both the English and Malay models could classify scraped Twitter data with an accuracy of 80%. The system's remarkable usability score of 94.58% on the system usability scale (SUS) confirms its acceptability and excellent performance in achieving research goals. © 2024 This is an open access article under the CC BY-SA license
Universitas Ahmad Dahlan
16936930
English
Article

author Samah K.A.F.A.; Fahruddin M.N.; Hamzah R.; Riza L.S.; Ismail K.N.; Roslan R.; Aminuddin R.; Nasaruddin N.I.S.
spellingShingle Samah K.A.F.A.; Fahruddin M.N.; Hamzah R.; Riza L.S.; Ismail K.N.; Roslan R.; Aminuddin R.; Nasaruddin N.I.S.
Malaysian fibre internet service provider: a naïve Bayes classification Twitter sentiment analysis
author_facet Samah K.A.F.A.; Fahruddin M.N.; Hamzah R.; Riza L.S.; Ismail K.N.; Roslan R.; Aminuddin R.; Nasaruddin N.I.S.
author_sort Samah K.A.F.A.; Fahruddin M.N.; Hamzah R.; Riza L.S.; Ismail K.N.; Roslan R.; Aminuddin R.; Nasaruddin N.I.S.
title Malaysian fibre internet service provider: a naïve Bayes classification Twitter sentiment analysis
title_short Malaysian fibre internet service provider: a naïve Bayes classification Twitter sentiment analysis
title_full Malaysian fibre internet service provider: a naïve Bayes classification Twitter sentiment analysis
title_fullStr Malaysian fibre internet service provider: a naïve Bayes classification Twitter sentiment analysis
title_full_unstemmed Malaysian fibre internet service provider: a naïve Bayes classification Twitter sentiment analysis
title_sort Malaysian fibre internet service provider: a naïve Bayes classification Twitter sentiment analysis
publishDate 2024
container_title Telkomnika (Telecommunication Computing Electronics and Control)
container_volume 22
container_issue 6
doi_str_mv 10.12928/TELKOMNIKA.v22i6.25990
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85207000548&doi=10.12928%2fTELKOMNIKA.v22i6.25990&partnerID=40&md5=c67fbf1337e7e105bb74a9eab5635293
description In the highly competitive landscape of Malaysian internet service providers (ISPs), users seek efficient ways to assess service quality. While various websites allow visual comparisons of fiber ISPs, a direct side-by-side evaluation remains elusive. A survey of 101 respondents revealed that 92.1% found researching a company's reputation time-consuming. Additionally, relying on English-centric online ratings may lead to skewed outcomes, disregarding reviews in diverse languages. In response, we developed a web-based dashboard utilizing Twitter sentiment analysis (SA) and the naïve Bayes (NB) algorithm to classify Malaysia's best fiber ISPs. The SA focused on four key factors: package price, internet speed, coverage area, and customer service, simplifying the comparison process. The system's usability and functionality tests showed that both the English and Malay models could classify scraped Twitter data with an accuracy of 80%. The system's remarkable usability score of 94.58% on the system usability scale (SUS) confirms its acceptability and excellent performance in achieving research goals. © 2024 This is an open access article under the CC BY-SA license
publisher Universitas Ahmad Dahlan
issn 16936930
language English
format Article
accesstype
record_format scopus
collection Scopus
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