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All Journal International Journal of Electrical and Computer Engineering TEKNIK INFORMATIKA Jurnal Simetris Bulletin of Electrical Engineering and Informatics Explore: Jurnal Sistem Informasi dan Telematika (Telekomunikasi, Multimedia dan Informatika) Jurnal Pengabdian Kepada Masyarakat Sakai Sambayan WARTA KLIK (Kumpulan jurnaL Ilmu Komputer) (e-Journal) Science and Technology Indonesia JOIV : International Journal on Informatics Visualization Jurnal Komputasi Jurnal Teknoinfo Jurnal Tekno Kompak Journal of Electronics, Electromedical Engineering, and Medical Informatics Jurnal Pengabdian Kepada Masyarakat (JPKM) Tabikpun Buguh: Jurnal Pengabdian Kepada Masyarakat International Journal of Electronics and Communications Systems Jurnal Pepadun Journal of Data Science and Software Engineering Warta LPM Laporan Upaya Nyata Inovasi Ilmu Komputer (LUNIK) Integra: Journal of Integrated Mathematics and Computer Science
Lumbanraja, Favorisen R
Jurusan Ilmu Komputer, Fakultas Matematika Dan Ilmu Pengetahuan Alam, Universitas Lampung
Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Library & Information Science Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Physics Social Sciences Other

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Journal : TEKNIK INFORMATIKA

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Evaluating User Satisfaction in The Halodoc Application Using a Hybrid CNN-BiLTSM Model for Sentiment Analysis Kurniasari, Dian; Su'admaji, Arif; Lumbanraja, Favorisen Rosyking; Warsono
JURNAL TEKNIK INFORMATIKA Vol. 18 No. 2: JURNAL TEKNIK INFORMATIKA
Publisher : Department of Informatics, Universitas Islam Negeri Syarif Hidayatullah

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/jti.v18i2.42762

Abstract

The growing demand for digital healthcare services in Indonesia has driven the adoption of Online Healthcare Applications (OHApps) such as Halodoc. Despite over 65 million users, maintaining user satisfaction remains a challenge. This study employs sentiment analysis using a hybrid Convolutional Neural Network (CNN) and Bidirectional Long Short-Term Memory (BiLSTM) model to classify user review ratings. A dataset of 10,000 Google Play Store reviews was divided into COVID-19 and post-pandemic segments. The methodology includes data collection, pre-processing, and dataset segmentation for training, validation, and testing. Results indicate that the CNN-BiLSTM model surpasses traditional machine learning by combining CNN’s feature extraction with BiLSTM’s long-term dependency capture, achieving 98.71% accuracy on COVID-19 data and 98.16% post-pandemic. Additionally, the model demonstrates strong performance across other key evaluation metrics, with precision, recall, and F1-score. Misclassification analysis highlights minor errors, particularly in ratings 4 and 5. These findings help healthcare providers enhance digital services by identifying user concerns, improving platform features, and optimizing customer engagement. Beyond healthcare, this approach has real-world applications in e-commerce and financial services, where sentiment analysis informs user experience improvements.
Co-Authors - Damayanti Adawiyah, Laila Admi Syarif Aflaha Asri Ahyarudin Akbar, Mohammed Raihan Akmal Junaidi Amelia Jasmine Andrian, Rico Annisa Rizqiana Ardiansyah Ardiansyah Aristoteles, Aristoteles Asmiati Asmiati Astria Hijriani Astria Hijriani Aulia Putri Ariqa Ayu Amalia Bambang Hermanto Damayanti Damayanti Danu Sasmita Desti Fatmalasari Destian ade anggi Sukma Dian Kurniasari Didik Kurniawan Dwi Kartini, Dwi Dwi Sakethi Dwi Sakethi, Dwi Eliza Fitri Elly Lestari Rusitati Erdi Suroso Fanni Lufiana Fanni Lufiana Febi Eka Febriansyah Fitriyana, Silfia Hadi, Normi Abdul Hamim Sudarsono . Hdiana, Yazid Zinedine Heningtyas, Yunda Ilman, Igit Sabda Indah Pasaribu Ira Hariati Br Sitepu Irawati, Anie Rose Jasmine, Amelia Jihan Aferiansyah Junaidi Junaidi Junaidi Junaidi Kristina Ademariana Kurnia Muludi Kurnia Muludi Kurnia Muludi Lilies Handayani M. Juandhika Rizky Machudor Yusman Manurung, Yunita Rosalina Megawaty, Dyah Ayu Meria Nensi Muhammad Reza Faisal, Muhammad Reza Muhammad Rizki Muhaqiqin, Muhaqiqin Muliadi Mustofa Usman Nadila Rizqi Muttaqina Naurah Nazhifah Nirwana Hendrastuty Nova Ayu Lestari Siahaan Nugroho Susanto, Gregorius Nuning Nurcahyani Nurdin, Muhaymi Nurhasanah Nurhasanah Parabi, M. Iqbal Prabowo, Rizky Pratama, Rinaldo Adi Priyambodo Priyambodo Priyambodo Priyambodo Qory Aprilarita Rahmat Safe'i Rangga Agustiantino Reza Aji Saputra RM Sulaiman Sani Rosdiana, Siti Rudy Herteno Rudy Herteno Rusitati, Elly Lestari Saragih, Triando Hamonangan Shofiana, Dewi Asiah Sholehurrohman, Ridho Sintiya Paramitha Siti Aisyah Solechah Siti Rosdiana Su'admaji, Arif Susanto, Gregorius Nugroho Sutyarso Sutyarso Sutyarso, - Syangap Diningrat Sitompul TANJUNG, AKBAR RISMAWAN Tiyara Saghira Tristiyanto Tristiyanto Wamiliana Warsono Warsono Warsono Warsono Warsono YOHANA TRI UTAMI, YOHANA TRI Zuliana Nurfadlilah