ANALISIS SENTIMEN KEPUASAN LAYANAN KANTOR DESA LINGGANG BIGUNG MENGGUNAKAN METODE LEXICON-BASED
DOI:
https://doi.org/10.36595/misi.v9i1.1914Keywords:
governance, lexicon-based, public service, sentiment analysis, text miningAbstract
Analisis sentiment lexicon-based Evaluasi layanan publik tingkat desa umumnya masih bergantung pada kuesioner terstruktur yang kurang mampu menangkap persepsi masyarakat secara mendalam, khususnya yang disampaikan melalui narasi terbuka. Penelitian ini bertujuan menganalisis sentimen masyarakat terhadap layanan Kantor Desa Linggang Bigung menggunakan pendekatan analisis sentimen lexicon-based untuk mengidentifikasi kekuatan dan kelemahan layanan. Data dikumpulkan melalui kuesioner daring berisi pertanyaan terbuka yang diisi oleh 52 responden, menghasilkan 150 segmen teks naratif. Analisis dilakukan melalui tahapan text preprocessing dan pencocokan kata menggunakan leksikon InSet. Hasil analisis menunjukkan bahwa persepsi masyarakat didominasi sentimen positif (63%), diikuti sentimen negatif (25%) dan netral (12%). Sentimen positif terutama berkaitan dengan kecepatan pelayanan dan keramahan petugas, sementara sentimen negatif berkaitan dengan kondisi fasilitas dan waktu tunggu. Perbandingan hasil klasifikasi dengan pendekatan berbasis AI menunjukkan tingkat kesesuaian yang tinggi, mengindikasikan bahwa metode lexicon-based mampu merepresentasikan pola sentimen masyarakat secara memadai. Temuan ini menegaskan bahwa analisis sentimen lexicon-based merupakan pendekatan yang efektif, interpretatif, dan layak diterapkan pada konteks pemerintahan desa dengan keterbatasan data dan sumber daya komputasi.
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