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All Journal Semantik TELKOMNIKA (Telecommunication Computing Electronics and Control) Jurnal Ilmiah Kursor Jurnal Teknologi Informasi dan Ilmu Komputer Pro Bisnis Telematika Sistemasi: Jurnal Sistem Informasi JOIV : International Journal on Informatics Visualization Jurnal Pilar Nusa Mandiri JITK (Jurnal Ilmu Pengetahuan dan Komputer) SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan ILKOM Jurnal Ilmiah Jurnal Tekno Insentif JURTEKSI Jurnal Teknologi Terpadu Building of Informatics, Technology and Science Indonesian Journal of Electrical Engineering and Computer Science Jurnal Teknik Informatika (JUTIF) JURPIKAT (Jurnal Pengabdian Kepada Masyarakat) Journal of Applied Data Sciences Jurnal Pendidikan dan Teknologi Indonesia Journal La Multiapp JUSTIN (Jurnal Sistem dan Teknologi Informasi) Jurnal Algoritma Electronic Journal of Education, Social Economics and Technology Jurnal Informatika: Jurnal Pengembangan IT Journal of Informatics and Interactive Technology (JIITE) INJECT Interdisciplinary Journal of Communication Journal of Digital Market and Digital Currency
Fandy Setyo Utomo
Universitas AMIKOM Purwokerto
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Journal : INJECT Interdisciplinary Journal of Communication

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Understanding Multidimensional Patient Feedback as Healthcare Communication: An Interdisciplinary Computational Analysis Bahari, Aris Ridky Setiya; Berlilana; Utomo, Fandy Setyo
INJECT (Interdisciplinary Journal of Communication) Vol. 10 No. 2 (2025)
Publisher : FAKULTAS DAKWAH UIN SALATIGA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18326/inject.v10i2.6046

Abstract

Patient feedback represents an important form of healthcare communication through which patients articulate experiences, evaluations, and expectations toward healthcare services. In practice, this communication is often conveyed through unstructured, subjective, and multidimensional narratives, in which a single message may simultaneously address multiple service aspects. Such characteristics complicate the systematic interpretation of patient communication, particularly when sentimental expressions are unevenly distributed and dominated by positive evaluations. This study aims to examine patient feedback as a communicative practice in healthcare by analyzing multidimensional sentiment expressions from an interdisciplinary communication perspective. Computational methods are not positioned as the primary contribution of this study, but are employed as analytical tools to support the interpretation of large-scale patient communication data. An aspect-based sentiment analysis framework with a multilabel classification scheme is used to capture how sentiments are communicated toward predefined service aspects. The dataset consists of 1,131 anonymized patient feedback texts collected from JIH Purwokerto Hospital. To reduce interpretive bias caused by imbalanced sentiment distributions that may obscure less explicit communication expressions, label-based data balancing strategies are applied. Indonesian language modeling is used to accommodate the informal and context-dependent characteristics of patient narratives. The findings indicate that this approach enables a more structured reading of patient communication across service aspects, particularly in identifying explicit positive and negative sentiments. In contrast, neutral sentiment remains more difficult to identify due to its implicit and contextual nature, reflecting the complexity of patient communication strategies. Overall, this study demonstrates that computational analysis can function as a supportive instrument in healthcare communication research for systematically mapping multidimensional patient feedback, provided that the results are interpreted contextually rather than mechanically.
Co-Authors Adiya, Az Zahra Dwi Nur Afit Ajis Solihin Aisha Hukama Setyowati Aji Saeful Aji Septa, Adrian Ajis Solihin, Afit Amar Al Farizi Anas Nur Khafid Anggini, Melisa Anggraeni, Mutia Dwi Anggraini, Nova Anggriani, Epri Anies Indah Hariyanti Azhari Shouni Barkah Azmi, Mohd Sanusi Bagus Adhi Kusuma Bahari, Aris Ridky Setiya Bahari, Aris Rifki Setiya Baihaqi, Wiga Maulana Balit, Muhamad Naufal Burhanuddin Berlilana Berlilana Berlilana Burhanuddin Balit, Muhamad Naufal Churil Aeni, Agustina Chyntia Raras Ajeng Widiawati Chyntia Raras Ajeng Widiawati Darmono Dedi Purwanto, Dedi Didi Prasetyo Dwi Krisbiantoro, Dwi Dzaky Candy Fahrezy Fadhilah, Siti Nur Febriansyah Husni Adiatma Giat Karyono Giat Karyono Hanif Hidayatulloh Hendra Marcos, Hendra hidayatulloh, hanif Ilham, Rifqi Arifin Imam Tahyudin Indriyani, Ria Jamie Mayliana Alyza Kafilla, Princess Iqlima Kusuma, Bagus Adhi Kusuma, Velizha Sandy Lasmedi Afuan Lubna, Zuhriyatul Lukita, Dita Maulana Baihaqi, Wiga Mohd Fairuz Iskandar Othman Mohd Nazrin Muhammad Mohd Sanusi Azmi Muaziz, Imam Muhamad Naufal Burhanuddin Balit Muhtyas Yugi Murtiyoso Murtiyoso Nandang Hermanto Nanna Suryana Nikmah Trinarsih Nugroho, Khabib Adi Nur Cholis Romadhon Octavia, Annisa Suci Prayoga, Fandhi Dhuga Pungkas Subarkah Purbo, Yevi Septiray Purwidiantoro, Moch. Hari Pyawai, Hero Galuh R. Vitto Mahendra Putranto Ramadhan, Aziz Ramadhan, Rio Fadly Rifqi Arifin Ilham RR. Ella Evrita Hestiandari Rujianto Eko Saputro Sagita, Selvi Samsul Arifin Sarmini - Sarmini Sarmini Sarmini Sekhudin Sekhudin Setiabudi, Rizki Setiawan, Ito Shafira, Lulu Shendy Filanzi Slamet Widodo Sofa, Nur Sri Hartini Subarkah, Pungkas Sugianto, Dwi Suryana, Nanna Taqwa Hariguna Titi Safitri Maharani Trinarsih, Nikmah Turino, Turino Utomo, Dadang Wahyu Wahid, Arif Mu'amar Wanti, Linda Perdana Wibisono, Arif Cahyo Wiga Maulana Baihaqi Yuli Purwat Yuli Purwati Yuli Purwati Yulianto, Koko Edy