Geospatial Data Analysis for Mapping Customers Complaints (Case Study: First Media Users Using Social Media of Twitter)

The role of information technology in people's lives has become a necessity that cannot be separated from various aspects of life such as in the fields of communication, health, education, security, business activities, and others. The growing need for cellular data connections has triggered the growth of the internet service provider business market. PT First Media Tbk is one of the largest internet service providers in Indonesia The growing growth of users, of course, cannot be separated from the disruption in internet use using First Media. First Media also experienced customer complaints from various customer services. The data obtained in the form of words that come from customer posts on Twitter social media are the basis for collecting customer data on complaints from the use of First Media which is then mapped to form the coordinates of Twitter users. The coordinate point is obtained from sharing location by Twitter users. The extraction and analysis process is carried out in four stages, namely: the process of data retrieval (crawling), storage (storing), analysis (analyzing), and visualization (vizualizing). Extraction and analysis of Twitter's geospatial data on First Media's customers who report internet disruption complaints are carried out in order to find out which customers in which areas have frequent internet disruptions.