Track: Service Engineering and Service Management

Abstract

As of February 2020, Covid-19 has spread in Indonesia. Since then, people's behavior started to change. The spread of the virus required people to do a physical distance and stay at home. The offline activity started to be shifted into online activities. Working from home, learning from home, and buying from home is the new lifestyle. In this situation,  people depend more on a wifi connection and it could be seen as an opportunity for the internet service provider company. In fact, providing the best service quality to customers is still a challenge faced by the internet service provider as there are still a lot of complaints from customers. Therefore, companies need to measure their service quality performance based on their customer's testimonials. One of the ways to see customers' opinions regarding the service quality is to do text mining, more specifically sentiment analysis from Twitter because people tend to give more honest testimonials in their tweets. The service quality research with text mining to do the analysis of people's sentiment related to the company's service quality is potentially utilized for this study due to its being considered more efficient than using a questionnaire. A literature exploration from previous research was conducted to identify whether using text mining and sentiment analysis to measure the service quality provided by ISP companies is possible to do. Six papers were then reviewed. The result shows that using text mining and sentiment analysis to identify the service quality provided by companies is possible to do. Out of six papers that were reviewed, only two of them used ISP as the main object. Service quality literature that uses text mining and sentiment analysis to define the quality of service provided in the ISP industry is still rarely done by the researcher. Meanwhile, the public’s need for internet service is growing. This should be seen as an opportunity for researchers to do more research regarding the service quality of ISP companies so they could improve.