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All Journal Jurnal Informatika dan Teknologi Komputer ( J-ICOM) JURNAL ILMIAH SAINS TEKNOLOGI DAN INFORMASI
Salahuddin Salahuddin
Politeknik Negeri Sambas
Computer Science & IT Energy Environmental Science

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Klasifikasi Keluhan Pengguna Berbasis Large Language Model untuk Layanan Digital Syarifah Akmal; Salahuddin Salahuddin; Hartanto Satyo Nugraha; Sumarsid Sumarsid
JURNAL ILMIAH SAINS TEKNOLOGI DAN INFORMASI Vol. 4 No. 3 (2026): Juli : Jurnal Ilmiah Sains Teknologi dan Informasi
Publisher : CV. ALIM'SPUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59024/jiti.v4i3.2353

Abstract

The rapid growth of digital services such as e-commerce applications, digital banking, and app-based public services has significantly increased the volume of user complaints, making manual complaint classification inefficient. This study aims to develop and evaluate a Large Language Model (LLM)-based approach for classifying user complaints on digital services using a zero-shot prompting scheme. A small sample of 60 user complaints was collected and grouped into five categories: customer service, application or technical issues, payment and transaction, delivery, and data security and privacy. The research method consists of data collection, text preprocessing, labelling, LLM-based classification, and model performance evaluation. Testing on the small sample shows that the LLM was able to classify complaints with an accuracy of 86.7%, a weighted precision of 87.2%, a weighted recall of 86.7%, and a weighted F1-score of 86.8%. Most misclassifications occurred between contextually overlapping categories, namely payment or transaction and application or technical issues. The findings indicate that LLMs have strong potential as an efficient and accurate solution to support automated user complaint handling in digital services.
Perancangan Pra Produksi Film Animasi 3d “Jendela Ujung Negeri” Maya Marselia; Salahuddin Salahuddin; Naufal Aulia Fiermeiza
Jurnal Informatika dan Teknologi Komputer (J-ICOM) Vol 7 No 2 (2026): Jurnal Informatika dan Teknologi Komputer ( J-ICOM)
Publisher : E-Jurnal Universitas Samudra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55377/j-icom.v7i2.14646

Abstract

Sambas Regency possesses rich Malay cultural heritage that has not been fully leveraged in digital media. This study aims to design the pre-production of a 3D animated film titled "Jendela Ujung Negeri" using the ADDIE (Analysis, Design, Development, Implementation, Evaluation) approach. The method employed is Research and Development (R&D), focusing on the stages of needs analysis, script design, and cultural validation. Initial results indicate that the integration of songket motifs and Malay architecture in the character and storyboard designs increased engagement among young respondents by 35%. The targeted outputs include pre-production documents, a scientific article, and an Intellectual Property Rights (IPR) draft.
Co-Authors Hartanto Satyo Nugraha Maya Marselia Naufal Aulia Fiermeiza Sumarsid Sumarsid Syarifah Akmal