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Journal : Spektrum Industri

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Performance Analysis of the IndoBERT–Prophet Hybrid Model for Logistics Applications Mulyati, Erna; Maniah, Maniah; Noviana, Noviana; Pardede, Nia
Spektrum Industri Vol. 23 No. 2 (2025): Spektrum Industri - October 2025
Publisher : Universitas Ahmad Dahlan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12928/si.v23i2.480

Abstract

The increasing competition in Indonesia’s logistics sector, particularly in digital courier applications, highlights the need for advanced analytical tools capable of understanding and predicting customer sentiment in real time. However, current sentiment analysis methods often lack contextual depth and predictive capability, limiting their practical value for decision-making. This study aims to develop and validate an integrated analytical framework that combines diagnostic and predictive analytics for logistics performance evaluation. The framework integrates a fine-tuned IndoBERT model for sentiment classification and a Prophet model for time-series forecasting, allowing the analysis of user reviews while accounting for external service disruptions. Empirical validation was conducted using 924 user reviews from the PosAja! application by PT Pos Indonesia. The IndoBERT model achieved an impressive 99.5% accuracy, effectively identifying two main complaint categories: application functionality issues and delivery delays. The Prophet forecasting component successfully modeled sentiment trends, revealing spikes in negative sentiment that strongly correlated with technical service disruptions, such as COD feature failures and server maintenance. The results confirm the framework’s robustness in both diagnosing and forecasting sentiment dynamics. User sentiment proved to be a sensitive real-time indicator of service stability and operational performance. The validated IndoBERT–Prophet hybrid framework provides a novel, data-driven approach for proactive decision-making and continuous service improvement in the logistics industry.
Co-Authors Abdul Rahim Ajon, Antonius Alsa Istiani Andika, Ilham Angeline angeline Anita Ahmad Kasim Anse, La Armansyah Armansyah Chartady, Rachmad Chintya, Ora Dahlia Rosida Tampubolon Didit Darmawan Dwi Septi Haryani DWI YULIANTI Edi Setioko Erlinda Yurisinthae Erna Mulyati Eva Dolorosa Firman Adhitara Hanuring Ayu Ardhani Putri Haryanto, Iwan Herwin Herwin, Herwin I Wayan Sudarsana Ismail, Ii Jalinus Jalinus Jayak Pratama, Kharisma Julianti, Selly Jumaiyah, Wati Luthfiyanti, Niken M. Nasir Reno1 Mahardika Prasetya Aji Maniah, Maniah Mira Fuzita, Mira Mita Elvira Mochamad Dimas Eka Saputra Mone, Ansyari Muhammad Panji Prabu Dharma Muhammad Suhairi, Muhammad Natashia, Dhea Ngesthi, Yonathan Salmon Efrayim Nurprihatin, Nurprihatin Nusanti, Irna Oranro Steven Pardede, Nia Pebrianto, Roli Pinamiranti, Firza priyoto, priyoto Putri Putri, Putri Raja Linda Ramadhan Saleh Lubis Refo Fery Harnedi Retnani Dian Mudiastuti Ria Juwita Dewi Rizka Febriana Rizki Pebriyani Br. Bangun Rohmadhotin Fitri Roli Pebrianto Rosdiana Rosdiana Sabila Aisyah Jamil Sakti, Muhammad Anugerah Puji samsul arifin Saputra, Jezy Ade Sartika Sari Selvy Musdalifah Sinariyo, Okto Sonia Azlina Sri Nofarizha SRI RAHAYU Syarif Dahlan Syarifah Nur Siregar Tahir, Nurbiah Vincent Vincent, Vincent Waode Dian Lestari Weni Veroni Yoel Yoel Yoga Pratama Zakaria, Muh. Zuhri, Lahmuddin Zuhrotul, Baiq Halimatuz