ANALISIS SENTIMEN PENILAIAN MASYARAKAT TERHADAP PELAYANAN DI RSUP DR MOHAMMAD HOESIN PALEMBANG MENGGUNAKAN NAIVE BAYES

Fokus penelitian ini adalah menganalisis sentimen masyarakat terhadap
pelayanan yang diberikan di RSUP Dr. Mohammad Hoesin Palembang dengan
teknik klasifikasi Naive Bayes. Data yang dipakai berupa ulasan atau komentar dari
pasien atau pengunjung mengenai pelayanan RSUP Dr. Mohammad Hoesin
Palembang di Google Maps. Tahapan penelitian mencakup pengumpulan data
dengan teknik web scraping menggunakan extension tool dari Chrome, yaitu
Instant Data Scraper, pelabelan data untuk mengidentifikasi ulasan netral, ulasan
positif dan ulasan negatif, data preprocessing, pembobotan TF-IDF, klasifikasi
dengan Naive Bayes, pengujian wordcloud, serta penarikan kesimpulan dan saran.
Hasil analisis menunjukkan bahwa pada perbandingan data 90% : 10%, diperoleh
accuracy sebesar 89%, precision sebesar 79%, dan recall sebesar 85% berdasarkan
perbandingan Confusion Matrix.
Kata Kunci : Rumah Sakit, Analisis Sentimen, Ulasan, Google Maps, Naive Bayes

The focus of this study is to analyze public sentiment towards the services
provided at Dr. Mohammad Hoesin Palembang Hospital with the Naive Bayes
classification technique. The data used is in the form of reviews or comments from
patients or visitors about the services of Dr. Mohammad Hoesin Palembang
Hospital on Google Maps. The research stages include data collection with web
scraping techniques using Chrome extension tools, namely Instant Data Scraper,
data labeling to identify neutral reviews, positive reviews and negative reviews,
data preprocessing, TF-IDF weighting, classification with Naive Bayes, wordcloud
testing, as well as drawing conclusions and suggestions. The results of the analysis
show that in the comparison of 90%: 10% data, accuracy of 89%, precision of
79%, and recall of 85% based on the Confusion Matrix comparison.
Keywords : Hospitals, Sentiment Analysis, Reviews, Google Maps, Naive Bayes