Service Quality Analysis of Telkomsel Case Study Based on Online Customer Reviews in Google Play Store

A corporation that offers internet services is known as an Internet Service Provider (ISP). Regional-scale networks and worldwide networks are offered at ISPs, allowing consumers to effortlessly connect with the outside world globally. Telkomsel is one of providers that is used the most widely in Indonesia. However, Telkomsel is the most complaints than others. This research chooses Telkomsel as a study case to determine their service quality based on customer review. This research aims to analyzes Telkomsel service quality and topic discussion based on reviews in Google Play Store. We categorized the data according to the following servqual dimension includes network quality, customer service and technical support, information quality, security and privacy, and fulfillment. As a result, the Naive Bayes Classifier (NBC) model was applied for sentiment analysis process. The accuracy for sentiment analysis using NBC was more than 75%. For topic modeling, the research used Latent Dirichlet Allocation (LDA) models to identify popular topics often discussed by customers. Hence, the result of this research can help a firm or organization to improve and increase their quality of product and service according to customer needs.