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Proceeding of The 7th Annual Basic Science International Conference - 2017

ServiceSatisfactionLevel(StudyCaseinGojekandGrabBike)

YulindaRizkyPratiwi1*EdyWidodo2

1,2
Department of Statistics, Faculty of Mathematics and Natural Science, Universitas Islam
Indonesia,Yogyakarta,Indonesia
*Correspondingauthors:[yulindarizkypratiwi@gmail.com]

AbstractGlobalization has become a motor for the current technological developments. The
presenceoftheVirtualSpaceprovidesanopportunityforthecommunityto actualization with
access toawider world,quicklyand easily.Transport whichispart oftheexistence oflife,
civilizationneedsovertime that alsohasbeentheobjectvitaltotechnological developments.
SomeandroidappsareemergingasGojekandGrabBikeapplicationthatcan fulfill thepublic
demandfortransportationservicesmoreeasily.Methodsforobtainingthedataisdonebyusing
secondarydata.SecondarydataareusercommentsforGojekandGrabBikethatobtainedthrough
a search on the internet media. The analytical methods are descriptive analysis, Clustering,
Association Rules, and Wordcloud. These are performed by software open source R adding
packagessuchastm,twitteR,wordcloud,andggplot. Bytextmining,canbeseenthe
numberoffollowersoftheofficialaccountofGojekandGrabBikebylookingatthespreadmap
ofthefollowersoftheaccounttoconsidertheexpansionofsalestobewidespread.Moreover,it
canbeknownhowanytalksthatareoftenassociatedwithGojekandGrabBikeintwitteraccount.

KeywordsGojek,GrabBike,LogisticRegression,Twitter,Talks

1.INTRODUCTION
Oneofthecommunicationmediaisnowthefastgrowingsocialmedia.Onepartofthesocialmediaisasocial
networkingsite,whichisawebbasedservicethatallowsuserstocreateprofiles,seethelistofavailableusers,
aswellasinviteoracceptfriendstojointhesite.Generally,therearetwotypesoftextualinformationonthe
web,iefactsandopinions.Thefactistheobjectivestatementaboutentitiesandeventsintheworld,while
opinionsaresubjectivestatementsthatreflectthesentimentorperceptionofpeopleaboutanentityorworld
events. Currently, the organization has many uses information from social media to conduct surveys than
throughconventionalsurveythatwillcostquitealot. Twitterisoneofthesocialnetworksthatarepopular
today.
TwitterisawebsiteownedandoperatedbyTwitterInc.whichoffersaformofmicrobloggingsocialnetwork
thatallowstheuserstosendandreadmessagescalledtweets.Intwitter,followersandfollowingarethetermsin
whichitisveryimportantforsometwitterusers.Duetothepopularityoftwitteraccountsownedbyseveral
personsorinstitutionsbeseenfromthenumberoffollowers.
Informatics business is a work byindividualsor groups tobenefit like a business that utilizes informatics
techniques,suchastheInternetorapplicationsonthemobilephone.Whatweknowtodayinformaticsbusiness
rapidlygrowing,oneofthecapitalcityofIndonesiabeing'invaded'bygreentroopswhocreatedastiramongthe
urbancommunity.Whendowntheroad,whereveryouare,youwillseeoneortwomotorsthatpassengers
wearingagreenjacketwithwritingGojekorGrabintow.SeeingthedevelopmentofGojekandGrabBikeare
veryinterestingbecauseGojekandGrabBikearestartuppioneerinthefieldofonlinemotorcycle,itisexpected
thatGojekandGrabBikedevelopmentcanbecomeasuccessstorythatcanbetakenaslessonlearnedforother
startups.

2.THEORICALBASIS
2.1DataMining
Data mining is the extraction of interesting patterns from large amounts of data. A pattern is said to be
interestingifthepatternwas"nottrivial",implicit,previouslyunknown,anduseful.Patternspresentedshouldbe
easytounderstand,applytothedatatobepredictedwithadegreeofcertainty,useful,andnew.Dataminingisa
processthatusesstatisticaltechniques,mathematics,artificialintelligence,andmachinelearningtoextractand
Proceeding of The 7th Annual Basic Science International Conference - 2017

toidentifyusefulinformationandrelatedknowledgefromavarietyoflargedatabases(Turban,etal.,2005).
Extractingdatarequiredwhentheavailabledataaretoomany(forexample,dataobtainedfromthecompany's
database system, ecommerce, share data, and bioinformatics data), but do not know what pattern can be
obtained.Examplesofdiscoverypatternsindataminingissupposedacompanythatwillincreasethecreditcard
facilityofthecustomer,thecompanywilllookforpatternsofcustomerstoknowyourpotentialcustomersand
potential customerswhodonot.Inaddition,dataminingplaysanimportant roleinthefieldsofindustry,
finance,weather,climate,science,andtechnology.

2.2TextMining
Doingtheworkofthepredictionofwhatwillhappentoastudentbasedonprevioushistoricaldatarelatingto
theperformanceindextobereachedlastsemester,andjobslikethisinthescientificworldisoftenreferredtoas
patternrecognition.PatternrecognitionispartofthedataMining.Sopatternrecognitionisadisciplinethat
studieshowwegroupobjectstothevariousclassesandhowdataminingcanbefoundtheinclined.Datamining
playsanimportantroleinthefieldsofindustry,finance,weather,scienceandtechnology.Dataminingwith
regardtotheprocessingofdataonalargescale.

2.3WordCloud
Wordcloudisoneoftheresultsoftextminingmethodsthatfeaturepopularwordsassociatedwithinternet
keywords and text data. Word cloud is often used to highlight popular terms or trend based on the word
frequencyofusers(PBC,2013).Wordcloudisanapproachthatcanexplaintheresearchquestionsveryquickly
andeasily,wecanexplorewordcloudbrieflyandcanperformcomprehensiveanalysis(Graham,I.Milligan,&
S.Weingart).

2.4AssociationRules
Associationrulesanalysisisadataminingtechniquestodiscovertherulesofassociativebetweenacombination
ofitems.Associationruleswanttoprovideinformationintheformof"ifthen.Functionsassociationrulesare
oftenreferredtoasmarketbasketanalysiswhichisusedtofindarelationorcorrelationbetweenthesetofitems.

2.5TextClustering
Textclusteringassistsinadecisionbymakingaconnectionbetweenthesamedocument,whichinturnallows
therelevantdocumentsbetakenafteroneofthedocumentshasbeenconsideredrelevanttotherequest[Martin,
1995].Themainapplicationsofclusteringintextminingareasfollows:
a.Simpleclustering.Thisreferstotheformationofclustersfeaturetext.Forexample:thegroupingofhits
generatedbysearchengine.
b.Taxonomy generation.Thisreferstothe generationofa hierarchical group.Forexample: acluster that
containsthetextoftheautomakeristheparentofthechildclusterthatcontainsthetextofcarmodels.
c.Topicextraction.Thisreferstotheextractionofthemostdistinctivefeaturesofagroup.Forexamplethemost
distinctivecharacteristicsofthedocumentsineachtopicofthedocument.

2.6GojekandGrabBike
GojekandGrabBikearesocialenterprises thatpartnerswithagroupofexperiencedandtrustworthyojek
driverstodeliveraonestopshopconvenienceserviceforIndonesians.GoJekandGrabBikeareamotorcycle
taxi that canbe reached throughphoneand mobile application.As anotherordinarytaxi,the fareisfixed
dependsonthedistance.PeopleloveitbecauseGoJekandGrabBikearecheapandeasytoaccess.Theyfeel
delighted with the fair paywhatyouget service. Moreover, they do not have to walk to find the closest
motorcycletaxisinceGoJekandGrabBikedriveroffersdoortodoorservice.Generally, thereare3main
services:transportservice,instantcourier,andshopping&delivery.

3.RESULTSANDDISCUSSION
3.1Population
The population in this study are active Twitter users are on a tweet with the mentions in account
@GojekIndonesiaand@GrabIDtakenthedataasmanyas3000tweets.

3.2Dataanalysismethod
Thereareseveralmethodsofdataanalysisusedinthisstudy,amongotherthings:
Proceeding of The 7th Annual Basic Science International Conference - 2017

1. Descriptive Analysis is used to describe the condition tweet of the account @GojekIndonesia and
@GrabID.
2.Clusteringusedtoviewgroupsofwordshaveincommon.
3.TheAssociationrulesusedtoidentifypatternsorrelationshipsofwordsthatisoftendiscussedinconjunction
withtheaccount@GojekIndonesiaand@GrabID.
4. Wordcloud used to see how the public comments or words that are often associated with account
@GojekIndonesiaand@GrabID.
5.Logisticregressionisusedtodeterminethefactorsthatinfluencetheuseofselectionbetweengojekorgrab
bike.

3.3WordCloud

Figure3.3.1.WordCloudaboutwordsthatappear Fig3.3.2.WordCloudaboutwordsthatappear
mostfrequentlyinaccountGojek mostfrequentlyinaccountGrabBike
Intheresultsobtainedfromthewordcloud @GojekIndonesia,themostpopulartweetisabout"gopay"and
"gojek".Butintheaccount@GrabID,themostpopulartweetisaboutgrabanddriver. Itreinforcesthe
analysisthatthewordsthatoftenappearwhenpeopletalkabout@GojekIndonesiaand@GrabIDthroughsocial
mediatwitterisdifferent.Moreoverthepeoplearealsotalkingaboutdriver.Basedontheseresultsmeanthat
everybodytwitterusersassociatethe@GojekIndonesiawithgopayandassociatethe@GrabIDwithdriver.
WhilethepromomeansthattariffsonGrabBikealsobeconsideredapersoninchoosingtransportationthat
willbeused.Besidethat,inaccount@GojekIndonesiapeoplearealsotalkingaboutsaldo.Itmeansthatthe
paymentalsoaffecttheinterestsoftheGojekusers.

3.4DendogramClustering
Wordsthathavebeenobtainedthenbeingclusteredinthedendogrambelow,aftereliminatingthewordsthat
rarelygoout.Thus,inthisdendrogramraisedonlywordsthatmostoftencomeout.

Figure3.4.1Dendrogram@GojekIndonesia
BasedontheFigure 3.4.1,theresultgroupedinto five clusters. Forexample,theresults showsthattheword
gopayandsaldotobeonegroup,soitmeansthatthetweetaboutgopaywillbefollowedbytheword
saldo.
Proceeding of The 7th Annual Basic Science International Conference - 2017

Fig3.4.2Dendrogram@GrabID
BasedontheFigure 3.4.2,theresultgroupedinto five clusters. Forexample,theresults showsthattheword
driverandgrabtobeonegroup,soitmeansthatthetweetaboutgrabwillbefollowedbytheworddriver.

3.5AssosiationRules
To find the word most associated with XYZ word, use the following command:

Basedontheresults,thewordgojekhasthehighestassociationwiththeword20%asmuchas0:38or38%
andtherestfollowthenumberofwordsthatareoftenassociatedbysomeoneifwritingwordsonsocialmedia
twitter@GojekIndonesia.

Basedontheresults,thewordbikehasthehighestassociationwiththewordbisa,aplikasiasmuchas0,29
or29%andtherestfollowthenumberofwordsthatareoftenassociatedbysomeoneifwritingwordsonsocial
mediatwitter@GrabID.

4.CONCLUSION
Basedontheanalysisandthetwitteraccount @GojekIndonesia canbeconcludedthatthewordsweremuch
discussedregardinggojekaregopay,gojek,andsaldo.Basedontheanalysisandthetwitteraccount
@GrabID canbeconcludedthatthewordsweremuchdiscussedregarding bikeare grab, driver,and
promo.
InadditiontotheGojekandGrabBikeword,thepatternisthewordmostoftenoccurswiththeexplanationand
saidthatwordisrare.Theresultsobtainedintheclusteranalysisformofsomewordsthatareusedbyusersof
Twitter,oneofwhichisatwitteraccountGojekandGrabBikeitself.

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