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All Journal Journal of Accounting and Digital Finance
Ibrahim Kholilullah
Magister Manajemen, Universitas Gajayana Malang
Economics, Econometrics & Finance Social Sciences

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Analisis keluhan publik terhadap Coretax melalui N-Gram pada komentar instagram kementerian keuangan Ibrahim Kholilullah
Journal of Accounting and Digital Finance Vol. 6 No. 2 (2026): Journal of Accounting and Digital Finance
Publisher : Nur Science Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53088/jadfi.v6i2.3109

Abstract

This study analyzes public complaints regarding the implementation of the coretax system based on Instagram comments from the Ministry of Finance of the Republic of Indonesia posted on October 16, 2025. This study addresses a research gap by applying an N-Gram approach that is exploratory, fast, and efficient in extracting patterns of public complaints specifically from Instagram, which has different interaction characteristics compared to other platforms such as Twitter or online forums. A total of 192 comments were collected through web scraping. Data processing was conducted through text preprocessing stages, including case folding, normalization, stopword removal, tokenization, and stemming. The analysis employed the N-Gram method (unigram, bigram, and trigram) using Python to identify dominant complaint patterns. The results indicate that complaints are primarily related to technical issues such as system errors, access difficulties, and administrative constraints. In addition, the analysis identified increased user workload and dissatisfaction with tax services, particularly near reporting deadlines.
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