Analisis Sentimen atas Penggunaan Aplikasi Mobile JKN

Abstract

Mobile JKN is a healthcare application developed by the government. The problem addressed in this study is the predominance of negative reviews on Mobile JKN, which amounts to 87%. The aim of this research is to identify the weaknesses or shortcomings of the Mobile JKN application based on negative sentiments or user complaints in the Google Play Store review column, which can be used as input for improving the service quality of the Mobile JKN application. Based on data collection from user reviews on the Google Play Store from March 2023 to March 2024, there were 90 positive reviews and 636 negative reviews. The main complaints frequently mentioned include difficulty logging in, frequent bugs, slow application performance, and lack of responsiveness from customer service. Further analysis of the dimensions of electronic service quality (e-ServQual) shows that the reliability dimension has the highest negative percentage (21.3%), followed by the dimensions of website design and fulfilment, each with 16.1% and 14.6%, respectively. Recommendations for service improvement include monthly evaluations and scheduling regular maintenance for in-depth inspections and system repairs, redesigning the user interface to enhance ease of use, improving system capabilities in managing queues and ensuring smooth registration processes, providing more comprehensive information, enhancing the security system to ensure user data safety, improving customer service performance in responding to user complaints quickly, and enhancing personalization features within the application