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All Journal Journal of Emerging Information Systems and Business Intelligence (JEISBI)
Monica Cinthya
Universitas Negeri Surabaya
Computer Science & IT Decision Sciences, Operations Research & Management Languange, Linguistic, Communication & Media Library & Information Science

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Public Opinion on MyTelkomsel Using DeLone and McLean Model on X Bagas Setya Wicaksono; Cendra Devayana Putra; I Kadek Dwi Nuryana; Monica Cinthya
Journal of Emerging Information Systems and Business Intelligence (JEISBI) Vol. 7 No. 3 (2026): Vol. 07 Issue 03
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jeisbi.v7i3.78043

Abstract

The MyTelkomsel application is a digital service used by Telkomsel customers to access telecommunications information and services. The high number of users is accompanied by the emergence of various user opinions and complaints expressed through social media. This study aims to analyze user satisfaction with the MyTelkomsel application based on public opinions on the X (Twitter) platform using the DeLone and McLean Information Systems Success Model. The research data consist of 1,500 Indonesian-language tweets collected through a crawling process. The data then underwent a text preprocessing stage to improve analysis quality. Sentiment analysis was conducted using the RoBERTa model to classify user opinions into positive, neutral, and negative sentiments. Subsequently, each tweet was labeled into six dimensions of the DeLone and McLean model, namely System Quality, Information Quality, Service Quality, Use, User Satisfaction, and Net Benefits. Sentiment scores were used as quantitative values for each dimension. The relationships among variables were analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method. The results indicate that System Quality and Information Quality significantly influence User Satisfaction, while Service Quality shows a lower level of influence. This study is expected to provide academic contributions to the application of the DeLone and McLean model based on social media data and offer practical insights for the development of the MyTelkomsel application in improving service quality and user experience. Keywords : MyTelkomsel, Sentiment Analysis, Social Media, DeLone and McLean, User Satisfaction, SEM-PLS
Sentiment Analysis And UTAUT2 Classification On Maxim Application User Reviews Using IndoBERT And Zero-Shot Hilal Hindi Saputra; Cendra Devayana Putra; I Kadek Dwi Nuryana; Monica Cinthya
Journal of Emerging Information Systems and Business Intelligence (JEISBI) Vol. 7 No. 3 (2026): Vol. 07 Issue 03
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jeisbi.v7i3.78304

Abstract

The rapid growth of ride-hailing services has intensified competition, making user feedback on digital platforms a critical asset for service improvement. This study addresses the challenge of managing and extracting actionable insights from large volumes of unstructured user reviews on the Google Play Store for the Maxim application. To overcome this, a comprehensive text-mining framework is proposed, integrating sentiment analysis and technology acceptance modeling. A dataset of 2.000 Indonesian-language user reviews from July to September 2025 was retrieved via web scraping. Data preprocessing was executed using case folding, filtering, and normalization. Subsequently, sentiment classification was performed using the IndoBERT model, while the mapping of user text to the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) framework was automated using a Zero-Shot Classification approach. Finally, Structural Equation Modeling–Partial Least Squares (SEM-PLS) via SmartPLS 4.0 was utilized to test the structural hypotheses. The analytical findings reveal that negative sentiments slightly dominate the dataset (48.05%), heavily driven by system stability and sudden fare adjustments. Furthermore, the structural model proves that behavioral intention, effort expectancy, facilitating conditions, habit, performance expectancy, price value, and social influence exert positive and significant effects on adoption, whereas hedonic motivation exhibits no significant influence.
Co-Authors Bagas Setya Wicaksono Cendra Devayana Putra Hilal Hindi Saputra I Kadek Dwi Nuryana