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All Journal Jurnal Media Infotama Bulletin of Electrical Engineering and Informatics Jurnal Pseudocode Jurnal Informatika Upgris Sistemasi: Jurnal Sistem Informasi Journal of Economic, Bussines and Accounting (COSTING) INTECOMS: Journal of Information Technology and Computer Science JSAI (Journal Scientific and Applied Informatics) Journal of Technopreneurship and Information System (JTIS) Just TI (Jurnal Sains Terapan Teknologi Informasi) Jurnal Abdimas Serawai Jurnal Sistem Informasi Dan E-Bisnis Jurnal Ilmu Komputer Dan Informatika JPMTT (Jurnal Pengabdian Masyarakat Teknologi Terbarukan) JCOSIS (Journal Computer Science and Information Systems) Jurnal Komputer, Informasi dan Teknologi
Putra, Erwin Dwika
Program Studi Teknik Informatika, Fakultas Teknik, Universitas Muhammadiyah Bengkulu
Religion Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Nursing Public Health Social Sciences

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Analisis Sentimen Masyarakat terhadap Layanan Publik pada Media Sosial X Menggunakan IndoBERT dan Support Vector Machine Marissa Utami; Erwin Dwika Putra
JUKOMIKA (Jurnal Ilmu Komputer dan Informatika) Vol. 9 No. 1 (2026): July
Publisher : LPPMPP Yayasan Sejahtera Bersama Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54650/jukomika.v9i1.717

Abstract

Social media platform X has become one of the primary channels for the public to express opinions regarding public services, making it a valuable source for evaluating government service quality. This study aims to compare the performance of Support Vector Machine (SVM) and IndoBERT in classifying public sentiment toward public services using the Figshare Twitter Dataset. The dataset was first filtered using public service-related keywords, followed by preprocessing steps including case folding, text cleaning, stopword removal, and tokenization. The SVM model employed the Term Frequency–Inverse Document Frequency (TF-IDF) feature extraction method, while the IndoBERT model was fine-tuned using a Transformer-based architecture. Model performance was evaluated using accuracy, precision, recall, and F1-score metrics. The experimental results show that IndoBERT outperformed SVM, achieving an accuracy of 91.89%, precision of 92.51%, recall of 92.56%, and F1-score of 92.54%. In comparison, SVM achieved an accuracy of 81.20%, precision of 78.02%, recall of 78.74%, and F1-score of 78.88%. These findings indicate that IndoBERT is more effective in capturing the contextual semantics of Indonesian-language social media texts than the TF-IDF-based SVM approach. The proposed approach can support the development of intelligent sentiment analysis systems for monitoring and evaluating public services through social media. Keywords—Sentiment Analysis, Public Services, Social Media X, IndoBERT, Support Vector Machine, Natural
Co-Authors Abdiansah, Abdiansah Abdullah, Dedy Abdullah, Dedy Ade Rangga Saputera Agastra Galih Setiawan Ahmad Sayyeid Al Jadd Alber Uci Saputra Altra Yudha Mawlana Andi Nugroho Angtyas Candra Pratama Anita Septiani Putri Apridiansyah, Yovi Ayumi, Vina Azildjian Arma Yuda Azildjian Arma Yuda Bony Triwahyuda Charles Roenal Krisubiyantoro Dede Erwan Dedy Abdullah Dedy Abdullah Dedy Agung Prabowo Depmi Hardianto Deslianti, Dwita Deslianti, Dwita Diana Diana Ermatita - Erzi Hidayat Fikri Agnesa Putra Filda Rahayu Firdianti Sukemi Hadiguna Setiawan Handrie Noprison Hardianto, Depmi Harry Witriyono Harry Witriyono Herianto Herianto hidayah, agung kharisma Ilham Fahriansyah Ilham Fahriansyah Ilham Fahriansyah, Ruliyani Jastrawan, Noris Jefri Zulkarnain Khairullah khairullah Krismiyani Krismiyani Krismiyani, Krismiyani M Khairunnas M. Alfarisi M. Alfarisi M. Husni Rifqo Mariana Purba Mariana Purba Marissa Utami Marrisa Utami Mellysa Pratama Moh. Rere Valentino Zantohar Monsya Juansen Muhammad Hikmal Febrian Muhammad Husni Rifqo Muhammad Husni Rifqo Muntahanah Naufal Afif Hawari Noprisson, Handrie Noris Jastrawan Nuri David Maria Veronika Pahrizal, Pahrizal Pitersa Susanto Purba, Mariana Putra, Zulhamdi Rahmat Arif Ma’ruf Rega Satya Putra Rifqo, Muhammad Husni Rio Eka Prayuda Rizky Rahmat Saputra Rizky Rahmat Saputra Ruliyani Sahrudin Sahrudin Sandhy Fernandez Sarwati Rahayu Sonita, Anisya Stefanus Santosa Sulis Sandiwarno ujang juhardi Umniy Salamah Vendi Handoyo Handoyo Veronika, Nuri David Maria Wachyu Hari Haji Wahyu Adianto Wijaya, Ardi Yetman Erwadi Yulia Darmi Yuza Reswan Zalia Apriyanti Zulhamdi Putra