Analisis Sentimen Ulasan Mobile JKN Menggunakan TF–IDF dan Logistic Regression


Alders Paliling(1*); Muh. Nurtanzis Sutoyo(2);

(1) Program Studi Ilmu Komputer, Universitas Sembilanbelas November Kolaka, Kolaka, Indonesia
(2) Program Studi Sistem Informasi, Universitas Sembilanbelas November Kolaka, Kolaka, Indonesia
(*) Corresponding Author

  

Abstract


Transformasi digital dalam layanan publik mendorong pemanfaatan aplikasi mobile sebagai sarana utama penyediaan layanan kesehatan, salah satunya melalui aplikasi Mobile JKN. Ulasan di Google Play Store menjadi sumber data penting untuk mengetahui persepsi dan pengalaman pengguna terhadap kualitas layanan aplikasi seiring dengan peningkatan pengguna. Tujuan penelitian ini adalah untuk mempelajari sentimen pengguna tentang aplikasi Mobile JKN dan menemukan elemen layanan yang paling sering menyebabkan ketidakpuasan pengguna. Data penelitian terdiri dari 5.000 ulasan pengguna yang dikumpulkan dari Google Play Store. Rating based labeling digunakan untuk melabelkan sentimen, dengan praproses teks meliputi pembersihan data dan stemming. Representasi fitur teks menggunakan metode Term Frequency–Inverse Document Frequency (TF–IDF), sedangkan klasifikasi sentimen dilakukan menggunakan algoritma Logistic Regression. Menurut hasil penelitian, model dapat mencapai tingkat akurasi sebesar 92,15%, dengan precision sebesar 96,42%, recall sebesar 89,79%, dan F1-score sebesar 92,99%. Analisis sentimen berdasarkan kategori layanan menunjukkan bahwa sentimen negatif paling dominan terdapat pada aspek login dan autentikasi, khususnya terkait pengiriman kode OTP, serta pada aspek kinerja dan stabilitas sistem. Sebaliknya, kategori manfaat dan kemudahan layanan aplikasi menunjukkan tingkat sentimen negatif yang relatif rendah. Penelitian ini menunjukkan bahwa pemanfaatan analisis sentimen terhadap ulasan pengguna dapat berperan dalam mendukung evaluasi kualitas layanan pada aplikasi kesehatan digital.

Keywords


Analisis sentimen; Pembelajaran mesin; Aplikasi kesehatan; Penilaian pengguna; Pelabelan Berdasarkan Peringkat

  
  

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doi  https://doi.org/10.33096/busiti.v7i1.3319 		  

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