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Aldiansah Prayogi
Universitas Indonesia
Computer Science & IT Engineering

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Sentiment Analysis of Electricity Company Service Quality Using Naïve Bayes Yuli Astuti; Yova Ruldeviyani; Faris Salbari; Aldiansah Prayogi
Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) Vol 7 No 2 (2023): April 2023
Publisher : Ikatan Ahli Informatika Indonesia (IAII)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29207/resti.v7i2.4627

Abstract

In facing the era of technological disruption, a large company providing electricity in Indonesia, namely PT PLN is transforming to digitize all business processes and improve the quality of customer service. PLN Mobile application was developed in December 2020, and 18 million users have downloaded it. PLN Mobile application provides various electrical services for users. There are a lot of online opinions today. Organizations need to know the public perception of their product or service, sales projections, and customer happiness. Our research will identify public opinion (positive and negative) about PLN Mobile Application using sentiment analysis by taking review data from Google Play Store. Sentiment analysis is classified using Naïve Bayes and analyzed based on the dimensions of the quality of electricity services: empathy, responsiveness, and reliability. The results of this study indicate that Naïve Bayes is quite well used for binomial labels (positive and negative) with an accuracy of 73%. Still, for service quality dimensions, the accuracy is 45%. Indonesian language datasets are quite difficult to process due to non-standard language, foreign words, mixed language variations, and abbreviations. Determination of ground truth or manual labeling requires consistency and skilled personnel to determine the context of the text data to obtain a model with optimal performance. This study informs the classification of each dimension of the quality of electricity services in Indonesia based on positive and negative sentiment data for PLN Mobile Application users. Reliability received the most negative sentiments. This can be used for PT PLN to improve the quality-of-service reliability to customers.
Utilization of Mobile Network Infrastructure to Prevent Financial Mobile Application Account Takeover Aldiansah Prayogi; Rizal Fathoni Aji
Jurnal RESTI (Rekayasa Sistem dan Teknologi Informasi) Vol 7 No 4 (2023): August 2023
Publisher : Ikatan Ahli Informatika Indonesia (IAII)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29207/resti.v7i4.5025

Abstract

The Covid-19 pandemic has kept almost everyone at home and forced them to perform online activities using their mobile gadgets. Penetration of the Internet and mobile use is increased as lockdowns or restrictions on meeting face to face are getting used to. This has become a new market for cyber criminals to carry out their actions, such as spreading Social Engineering, sending Phishing, doing Account Takeover, and ending in theft of money in Financial Mobile Applications. Application protection with OTP SMS and Magic Link SMS still has vulnerabilities, with several examples of cases that have occurred. For this reason, this problem was raised to find a solution using the Mobile Network Infrastructure. The method used is to compare the congruence between the phone numbers registered in the application and the phone numbers used. Every time a user signs in or signs up, the Financial Mobile Application will perform Mobile Network Verification to cellular operators via API. Verification is carried out by utilizing the header enrichment in the background of the application process that was installed on the user's smartphone or tablet to the Mobile Network Verification Server. The Financial Mobile Applications can then determine whether the user is using a valid or invalid telephone number. Therefore, the target account cannot be taken over because the cyber criminal's mobile device does not have the phone number attached to the victim’s mobile device. This proof is carried out with four test case scenarios with the sign-up and sign-in processes on the same phone number and different phone numbers between devices and applications. It is hoped that this kind of protection model can reduce losses experienced by users of Financial Mobile Applications due to Account Takeover.
Co-Authors Faris Salbari Rizal Fathoni Aji Yova Ruldeviyani Yuli Astuti