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Online transportation in Indonesia is a new trend of transportation that is currently used among the lower to upper society The change in behavior began in 2011 and is growing to this day, The comments that are growing on social media are very important for the online transportation company the negative comments lower the level of users while the good comments increase the users’ level Thus, the comments influence the overall trust of their customers Among social media, Twitter is a place where many people convey feelings of pleasure and displeasure timely, especially at a time when the COVID-19 pandemic is becoming a serious outbreak Through these “tweets,” many customers express their experience with the service In this paper, we aim to analyze the experience of online transportation consumers using Support Vector Machine The data were taken in two periods, i e April 2019 (“the normal era”) and June 2020 (“the COVID-19 pandemic outbreak Class logging is done based on 3 categories namely positive, negative and normal, while in mining the data we labeled with the keywords @grabID and @gojekindonesia, 1618 data were obtained with a ratio of 1183 is normal era data and 435 data in the era of COVID-19 pandemic, The highest accuracy results occurred in the normal era with a ratio of 10% as test data and 90% as its training data on linear and sigmoid kernels of 0 8060 while the COVID-19 era only got the highest accuracy of 0 59 in linear kernels with a ratio of 60:40 This is a sign that the COVID-19 pandemic does not contribute to decreasing trust in the service © 2020 ASTES Publishers All rights reserved

advances in science, technology and engineering systems journal

Sentiment Analysis on Utilizing Online Transportation of Indonesian Customers Using Tweets in the Normal Era and the Pandemic Covid-19 Era with Support Vector Machine