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All Journal PROSIDING SEMINAR NASIONAL JURNAL SISTEM INFORMASI BISNIS Potensio Jurnal Informatika Upgris Jurnal Abdimas BSI: Jurnal Pengabdian Kepada Masyarakat JOURNAL OF INFORMATICS AND TELECOMMUNICATION ENGINEERING Jurnal Sains Dan Teknologi (SAINTEKBU) Fokus Ekonomi Journal of Dedicators Community JURNAL PengaMAS Jurnal Ilmiah Ilmu Komputer Fakultas Ilmu Komputer Universitas Al Asyariah Mandar Jurnal Abdi Insani Jurnal Teknologi Informatika dan Komputer Jurnal AbdiMas Nusa Mandiri Journal of Servite JPM: JURNAL PENGABDIAN MASYARAKAT Jurnal Abdimas Kartika Wijayakusuma BULETIN BISNIS & MANAJEMEN (BBM) Buletin Abdi Masyarakat (BAM) Jurnal Pengabdian Vokasi Formosa Journal of Computer and Information Science Curtina Journal of Social Science Utilizing Technology SAINTEK Prosiding Seminar Nasional Unimus Journal of Social Science Utilizing Technology ABDIMAS NUSANTARA
Ahmad Aviv Mahmudi
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Journal : JOURNAL OF INFORMATICS AND TELECOMMUNICATION ENGINEERING

 1 
A Hybrid IndoBERT-SERVQUAL Approach for Patient Satisfaction Evaluation in Hospital Services Sari, Nita; A. Aviv Mahmudi; Fajar Sodiq
JOURNAL OF INFORMATICS AND TELECOMMUNICATION ENGINEERING Vol. 9 No. 2 (2026): Issues January 2026
Publisher : Universitas Medan Area

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31289/jite.v9i2.16562

Abstract

The development of information and communication technology (ICT) provides opportunities for healthcare institutions to improve service quality through the digitisation of patient satisfaction evaluation processes. XYZ Hospital still uses manual methods to measure patient satisfaction, resulting in a slow and error-prone recapitulation process. This study aims to design and implement a sentiment analysis-based patient satisfaction system using the IndoBERT method integrated with quantitative Likert scale measurements based on the SERVQUAL dimensions. The IndoBERT model is used to classify positive and negative sentiments, while the Likert score provides a numerical representation of service quality. The study uses a hybrid approach by processing qualitative data in the form of 2,358 patient text reviews and quantitative data from the SERVQUAL questionnaire, which has been tested for validity and reliability. The IndoBERT model was trained and tested with an 80:20 data split and evaluated using accuracy, precision, recall, and F1-score metrics. The results show that the IndoBERT model is capable of classifying patient satisfaction sentiment with 91.10% accuracy and relatively balanced performance across both sentiment classes. The integration of sentiment analysis results and SERVQUAL scores is presented in an interactive dashboard to support decision-making at XYZ Hospital. This research contributes to the development of a more comprehensive, automated, and data-driven patient satisfaction evaluation system to support improvements in healthcare quality.
Co-Authors Agus Subagio Agustina Widodo Agustina, Salma Ahmad Nasuha Aji, Nugroho Priyo Andriyani, Santi Aslam Fatkhudin Audria, Selvida Widi Bayu Surarso Dian Ayu Liana Dewi Fajar Sodiq Fajar Sodiq Fajar Sodiq, Fajar Farikhah, Izzah Fionasari, Richa Hanantyo, Burhanuddin Hetty Muniroh Ika Damayanti, Adelia Indra Prasetya Jazuli, Abdul Hamim Judijanto, Loso Khoiron, Agus Ahmad Laili Jaziratun Nikmah, Nur Mardikawati, Budi Margaretha, Sintikhe Novia Melisa, Widiyanti Migunani Migunani Ming Lukiarti, Ming Ming Ming Lukiarti Mu'is, Abdul Muhammad Tahwin Muhammad Tahwin Muhammad Tahwin MUHAMMAD TAHWIN Nafisah, Sayyiddati Najid, Muhammad Reza Ahsanun Nasihah, Zahrotun ngadenan ngadenan Nita Sari Nita Sari, Nita Noor Azizah Nopitasari, Diyan Nurma Gupita Dewi Oky Dwi Nurhayati Pitaloka, Wulandari Dyah Prasetya, Aditya Eka Rikah Rikah Riskin Hidayat Salsabila Hayya Mahiza, Rossa Saputra, Reza Maulana Sari, Dian Anita Siti Alliyah Siti Nur Sikhah Arum Yuliyanti Syahputra, Rizki Mulia Wibowo, DS. Drajad Windya Harieska Pramujati Wulan Suryandani Yuliyanti, Siti Nur Sikhah Arum