SENTIMENT ANALYSIS ON TRAINING IMPLEMENTATION’S FEEDBACK IN PT XYZ

Abstrak

Customer satisfaction is an important aspect in building a company's image, both for employees and external parties. In order to improve employee satisfaction and performance, training that organized by the company needs to receive feedback so that the training organizers can continue to provide the best service to employees who participate in the training. The large volume of feedback that must be processed in text form, leads to prolonged identification of comments and the omission of certain training programs from further analysis. This study applies text mining using sentiment analysis and Word Cloud visualization to evaluate the effectiveness of training methods and identify areas for improvement based on employee feedback on training programs at PT XYZ. The amount of data used after preprocessing was  48,910 open feedback responses from 4,314 training sessions consisting of three forms: classroom training, digital learning, and hybrid learning. The evaluation for clustering used the K-Means method, which turned out to use two optimal clusters based on the silhouette. Overall satisfaction with the training was determined through key points such as stable internet connection, overlapping of training schedule, and poor learning environment. Issues frequently that identified in the Word Cloud analysis revealed keywords describing positive and negative aspects of the situation that are requiring further improvement. This identification is useful for developing recommendations to enhance the implementation of the training and participants' experience. Further research may also involve advanced sentiment analysis and more accurate classification methods.