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All Journal IAES International Journal of Artificial Intelligence (IJ-AI) Jurnal Ilmu Komputer dan Informasi CommIT (Communication & Information Technology) Jurnal IPTEK-KOM (Jurnal Ilmu Pengetahuan dan Teknologi Komunikasi) Sinkron : Jurnal dan Penelitian Teknik Informatika Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) JITK (Jurnal Ilmu Pengetahuan dan Komputer) Jurnal Komtika (Komputasi dan Informatika) Masyarakat Telematika Dan Informasi : Jurnal Penelitian Teknologi Informasi dan Komunikasi Jurnal Nasional Pendidikan Teknik Informatika (JANAPATI) Jurnal Teknologi Dan Sistem Informasi Bisnis Jurnal Informatika Ekonomi Bisnis Computer Science and Information Technologies Jurasik (Jurnal Riset Sistem Informasi dan Teknik Informatika) Jurnal Nasional Teknik Elektro dan Teknologi Informasi Jurnal Pendidikan Indonesia (Japendi) J-Icon : Jurnal Komputer dan Informatika Jurnal Informatika Ekonomi Bisnis Jurnal Sistem Informasi The Indonesian Journal of Computer Science
Yova Ruldeviyani
Fakultas Ilmu Komputer, Universitas Indonesia
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences

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Journal : Computer Science and Information Technologies

 1 
Sentiment analysis of online licensing service quality in the energy and mineral resources sector of the Republic of Indonesia Hizqil, Ahmad; Ruldeviyani, Yova
Computer Science and Information Technologies Vol 5, No 1: March 2024
Publisher : Institute of Advanced Engineering and Science

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.11591/csit.v5i1.p63-71

Abstract

The Ministry of Energy and Mineral Resources of the Republic of Indonesia regularly assessed public satisfaction with its online licensing services. User rated their satisfaction at 3.42 on a scale of 4, below the organization's average of 3.53. Evaluating public service performance is crucial for quality improvement. Previous research relied solely on survey data to assess public satisfaction. This study goes further by analyzing user feedback in text form from an online licensing application to identify negative aspects of the service that need enhancement. The dataset spanned September 2019 to February 2023, with 24,112 entries. The choice of classification methods on the highest accuracy values among decision tree, random forest, naive bayes, stochastic gradient descent, logistic regression (LR), and k-nearest neighbor. The text data was converted into numerical form using CountVectorizer and term frequency-inverse document frequency (TF-IDF) techniques, along with unigrams and bigrams for dividing sentences into word segments. LR bigram CountVectorizer ranked highest with 89% for average precision, F1-score, and recall, compared to the other five classification methods. The sentiment analysis polarity level was 36.2% negative. Negative sentiment revealed expectations from the public to the ministry to improve the top three aspects: system, mechanism, and procedure; infrastructure and facilities; and service specification product types.
Co-Authors Achmad Nizar Hidayanto Adi Gunawan, Adi Afif Gunung , Muhammad Ahmad Hendra Maulana Ahmad Syaifulloh Imron Al Adawiyah, Rabiah Al Haq, Muhammad Hezby Al Qahar, Muhammad Yazid Aldiansah Prayogi Alfiandi, Rama Aloysius Prastowo Setyo Nugroho Amanda Ghaisani Andro Harjanto Arif Hidayat Aris Budi Santoso Astagina, Shania Eriadhani Azis Amirulbahar Brillianto, Bramanti Desiana Nurul Maftuhah Devina, Fakhira Faris Salbari Fathurahman Ma'ruf Hudoarma Fidyawan, Miftahul Agtamas Fitriya, Ghina Hafiz , Muhammad Halida Ernita Handayani, Putu Wuri Hendry, Darell Hizqil, Ahmad I Made Kurniawan Putra Ines Dwi Andini Jeri Apriansyah Pagua, Jeri Apriansyah Juliansyah, Mohamad Denis Khairunnas, Rezki Khairunnaziri, Muhammad Krisna Maria Rosita Dewi Kurniawati, Monica Vivi Layungsari Layungsari Layungsari Layungsari Layungsari Layungsari Lelianto Eko Pradana Lia Ellyanti Mahsa Elvina Rahmawyanet Melani Puspasari, Hasna Muhammad Farhan Mukharomah, Ulfah Nur Nabasya, Oristania Wahyu Noverina Alfiany Nugraheni, Sani Prastowo, Rahardito Dio Pratiwi, Aprilia Priastomo, Ristyo Yogi Prisillia, Galuh Puja Putri Abdullah Purwandaru, Dhanang Putra, Ramadhoni Rahmad Mulyadi Rahman, Henry Aulia Rahmi Julianasari Raksaka Indra Alhaqq Ramayuda, Muhammad Davin Ratna Yulika Go Rina Rahmawati Sidiq, Darmawan Sudarwono, Dianto Adwoko Sulaeman, Achmad Firmansyah Syalevi, Rahmad Tri Broto Siswoyo Tri Utami, Avita Utami, Aisyah Nurlita Widoyono, Bambang Yoga Pamungkas Yudho Giri Sucahyo Yudho Giri Sucahyo Yudistira, Ricko Dwiki Yuli Astuti Zharif Mustaqim, Ilham Zulmy, Mohamad Faisal