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All Journal Jurnal Penelitian Saintek Teika JSI: Jurnal Sistem Informasi (E-Journal) JUTI: Jurnal Ilmiah Teknologi Informasi Jurnal Ilmu Komputer dan Agri-Informatika Jurnal Edukasi dan Penelitian Informatika (JEPIN) Jurnas Nasional Teknologi dan Sistem Informasi Annual Research Seminar ANDHARUPA Sistemasi: Jurnal Sistem Informasi Information System for Educators and Professionals : Journal of Information System Syntax Literate: Jurnal Ilmiah Indonesia JOURNAL OF APPLIED INFORMATICS AND COMPUTING SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan METHOMIKA: Jurnal Manajemen Informatika & Komputerisasi Akuntansi Halaman Olahraga Nusantara : Jurnal Ilmu Keolahragaan Jurnal ULTIMA InfoSys Jurnal Teknologi Sistem Informasi dan Aplikasi Jurnal Ilmiah Media Sisfo JURIKOM (Jurnal Riset Komputer) JURTEKSI Seminar Nasional Keperawatan JOISIE (Journal Of Information Systems And Informatics Engineering) JUSIM (Jurnal Sistem Informasi Musirawas) Jurnal Teknologi Komputer dan Sistem Informasi Journal of Information Systems and Informatics Jurnal Teknologi Dan Sistem Informasi Bisnis Jurnal Teknologi Informasi, Komputer, dan Aplikasinya (JTIKA ) JOURNAL OF INFORMATION SYSTEM RESEARCH (JOSH) Jurnal Sistem Komputer dan Informatika (JSON) Sriwijaya Journal of Informatics and Applications REKA ELKOMIKA: Jurnal Pengabdian kepada Masyarakat KLIK: Kajian Ilmiah Informatika dan Komputer Konstelasi: Konvergensi Teknologi dan Sistem Informasi Jurnal Algoritma SmartComp Jurnal Medika: Medika The Indonesian Journal of Computer Science JTKSI (Jurnal Teknologi Komputer dan Sistem Informasi) Jurnal Komtika (Komputasi dan Informatika)
Oktadini, Nabila Rizky
Universitas Sriwijaya
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Journal : Journal of Information Systems and Informatics

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Integrating Aspect-Based Sentiment Analysis with CSI–IPA for Telecommunications App Development Marshella, Siti Hariza; Kurniawan, Dedy; Oktadini, Nabila Rizky; Sanjaya, Rudi; Sevtiyuni, Putri Eka; Gumay, Naretha Kawadha Pasemah
Journal of Information System and Informatics Vol 7 No 4 (2025): December
Publisher : Asosiasi Doktor Sistem Informasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63158/journalisi.v7i4.1363

Abstract

This study integrates Aspect-Based Sentiment Analysis with Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) to determine priority development features in digital service applications in the telecommunications sector. A total of 10,000 MyIM3 user reviews were analyzed using sentiment analysis with Pseudo-labeling and Fine-Tuned IndoBERT, then from the results of the analysis, negative sentiment was mapped into several topics using LDA. The topic is used to compile question indicators based on the five dimensions of SERVQUAL. After the questionnaire data is declared valid and reliable, CSI and IPA analysis is carried out. A CSI value of 79.22% indicates that user satisfaction is in the "borderline" category, but several aspects still need to be improved, especially system updates (RS3), application attention to user needs (E2), and feature personalization (E3) which are in quadrant I (Concentrate Here). This hybrid approach offers novelty by demonstrating how ABSA and LDA can be systematically integrated with CSI and IPA to provide more comprehensive and user-oriented insights. The limitations of this study include focusing on negative sentiment data for feature exploration, as it is most relevant for identifying problems and opportunities for improvement and development of telecommunication digital services.
Co-Authors A.A. Ketut Agung Cahyawan W Afif, Hasnan Ahmad Ardin Fariska Ahmad Rifai Aisyah Filza Aliyah Akbaroka, Leo Ali Bardadi Allsela Meiriza Allsela Meiriza Allsela Meiriza Allsela Meiriza Allsela Meiriza, Allsela Allsela Meriza Alsella Meiriza Alvi Syahrini Utami Amanda, Bella Rizkia Anna Dwi Marjusalinah Annisa Tri Ning Tyas Apriansyah Putra Ari Wedhasmara Arnan, Sefian Ayu, Nabila Riska Az Zahra, Cindy Putri Bayu Wijaya Putra Buchari, Muhammad Ali Bunga Ayu Ferdiyanti Cha Cha Kirana Danar Feriano Dedy Kurniawan Dedy Kurniawan Deni Lidianti Dian Palupi Rini Dinda Lestarini Dinna Yunika Hardiyanti Dwi Rosa Indah Endang Lestari Ruskan Endang Lestari Ruskan Fadhlan Jiwa Hanuraga Faizah, Ovie Nur Fatimah Salsabila Fika Febrika Fiqih Alfito Firda, Hiliah Gilbert Frans Wijaya Gumay, Naretha Kawadha Pasemah Gusti Barata Helmalia Sandy Idpal, Idpal Indriani, Arizanti Randa Irmawati Irmawati Jefven Fernando Larasati, Salsabila Letty Latifani Arifah M Ferlian Sijadah M Rudi Sanjaya M, Nys Marliza Tiara Mahendra, Calvin Marjusalinah, Anna Dwi Marshella, Siti Hariza Mastura Diana Marieska Maulida, Mutia Nadra Meiriza, Viola Meitiana Audya Muhamad Edric Rasyid Muhammad Aidil Fitri Syah Muhammad Ali Buchari Muhammad Ihsan Muhammad Ihsan Muhammad Rizkiansyah Muklis Febriadi Mulyadi Mulyadi Nabila Riska Ayu Nadia Anggraini Naretha Kawadha Pasemah Gumay Neza Purnamasari Novi Yusliani Nyimas Silvia Pacu Putra Pacu Putra Padlefi, Muhamad Riza Putri Eka Sevtiyuni Putri Eka Sevtiyuni Putri Eka Sevtiyuni Putri Eka Sevtiyuni Putri Eka Sevtiyuni Putri Eka Sevtiyuni Putri Eka Sevtyuni Putri, Nyayu Dwi Tarisa Rabiatul Adawiyah Rahma, Syabilla Mutia Ramadhan, Kumara Aditya Ramadhan, Muhammad Gilang Rani Mardiah Rezeki, Yunika Tri Riska Yunita Rizka Rahmadhani Rugaiyah Balqis Sakinah Sakinah Sanjaya, Rudi Saputri, Sonia Dwi Sarifah Putri Raflesia Sevtiyuni, Putri Eka Simarmata, Ruth Helen Sukemi Sukemi Supriyanto, Anatasya Clara Susanti, Helen Wahyudi, Muhammad Iqbal Widasari, Yesya Najwa Yunita Yunita Yunita Yunita Yunita Yunita Zaki Nugraha Muhammad