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The Twitter Sentiment Analysis of Public Service Innovation: Pandawa BPJS Health Service
Corresponding Author(s) : Mohamad Sukarno
Proceedings Universitas Muhammadiyah Yogyakarta Undergraduate Conference,
Vol. 3 No. 1 (2023): Crafting Innovation for Global Benefit
Abstract
This study is a sentiment analysis of the Pandawa government service innovation. Pandawa is an administrative service innovation using the WhatsApp application by the Health Social Security Administration Agency (BPJS) of the Republic of Indonesia. The Pandawa service innovation received many positive and negative responses from communities on the official Twitter account @BPJSKesehatanRI. This is interesting to study in measuring the quality-of-service innovation for the Pandawa based on sentiment analysis of the responses of the communities. This study aims to measure the quality of Pandawa service innovation based on sentiment analysis of the responses of the user community from BPJS Kesehatan. The research method in this study is descriptive qualitative by utilizing the Nvivo 12plus application in processing data. The data is then presented in the form of crosstab analysis and word cloud analysis. The primary data source for this study was obtained from comments from the Pandawa users on the official Twitter account @BPJSKesehatanRI and secondary data sources from literature studies, journals, and online mass media. The results of the study show that the Pandawa service innovation has not been implemented optimally. This is based on the results of sentiment data processing which shows a negative response of 70%, a positive 18%, and a neutral 12%. The data shows that the Pandawa is very slow in response, replied by robots, service is not complete, and it is considered that the Pandawa makes it difficult for the community to get service. The high results of negative sentiment in this study hope to become a reference for study material in improving the quality of the Pandawa service innovation so that users can optimally benefit from the ease of administrative services innovation based on the WhatsApp application.
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- Alita, D., Priyanta, S., & Rokhman, N. (2019). Analysis of Emoticon and Sarcasm Effect on Sentiment Analysis of Indonesian Language on Twitter. Journal of Information Systems Engineering and Business Intelligence, 5(2), 100. https://doi.org/10.20473/jisebi.5.2.100-109
- Ameis, S. H., Lai, M., Mulsant, B. H., & Szatmari, P. (2020). Coping, fostering resilience, and driving care innovation for autistic people and their families during the COVID-19 pandemic and beyond. 1–9.
- Appel, G., Grewal, L., Hadi, R., & Stephen, A. T. (2020). The future of social media in marketing. Journal of the Academy of Marketing Science, 48(1), 79–95. https://doi.org/10.1007/s11747-019-00695-1
- Bokaee Nezhad, Z., & Deihimi, M. A. (2022). Twitter sentiment analysis from Iran about COVID-19 vaccine. Diabetes and Metabolic Syndrome: Clinical Research and Reviews, 16(1), 102367. https://doi.org/10.1016/j.dsx.2021.102367
- Dartanto, T., Pramono, W., Lumbanraja, A. U., Siregar, C. H., Bintara, H., Sholihah, N. K., & Usman. (2020). Enrolment of informal sector workers in the National Health Insurance System in Indonesia: A qualitative study. Heliyon, 6(11), e05316. https://doi.org/10.1016/j.heliyon.2020.e05316
- Efendi, K., Tumija, T., Handayani, N., & Rifai, M. (2022). Model Inovasi Pelayanan Publik di Kabupaten Sragen Provinsi Jawa Tengah. Jurnal Media Birokrasi, 1, 34–46. https://doi.org/10.33701/jmb.v4i1.2327
- Elida, S. S., Listiyawati, L., Zain, D., Sasongko, A. E. T., & Alun, I. N. (2023). Measuring the impact of public service innovation on user satisfaction. International Journal of Research in Business and Social Science (2147- 4478), 12(2), 560–568. https://doi.org/10.20525/ijrbs.v12i2.2356
- Filieri, R., Yen, D. A., & Yu, Q. (2021). #ILoveLondon: An exploration of the declaration of love towards a destination on Instagram. Tourism Management, 85, 104291. https://doi.org/10.1016/j.tourman.2021.104291
- Gina Rahmasari, R. A. (2021). Analisis Respon Masyarakat Pada Platform Media Sosial Twitter Terhadap Tokoh Politik, Jenderal Tni (Purn.) Gatot Nurmantyo. Jurnal Ilmiah Akuntansi Dan Keuangan FAIR VALUE, 04(01), 106–124.
- Guntari, G. A. S., & Noviyanti, N. P. A. W. (2022). Pemanfaatan Kanal Layanan Digital dalam Program Jaminan Kesehatan Nasional di Masa Pandemi Covid 19. Prosiding Seminar Nasional UNIMUS, 5, 900–905.
- Hadianti, S., Yosep Tember, F., Mandiri, N., Raya, J., No, J., Melayu, C., & Timur, J. (2022). Analisis Sentiment Covid-19 Di Twitter Menggunakan Metode Naive Bayes Dan Svm. Jurnal Teknologi Informasi, 6(1), 58–63. www.Kaggle.com.
- Handayani, E. T., & Sulistiyawati, A. (2021). Analisis Sentimen Respon Masyarakat Terhadap Kabar Harian Covid-19 Pada Twitter Kementerian Kesehatan Dengan Metode Klasifikasi Naive Bayes. Jurnal Teknologi Dan Sistem Informasi (JTSI), 2(3), 32–37. http://jim.teknokrat.ac.id/index.php/JTSI
- Handayani, P. W., Indriani, R., & Pinem, A. A. (2021). Mobile health readiness factors: From the perspectives of mobile health users in Indonesia. Informatics in Medicine Unlocked, 24, 100590. https://doi.org/10.1016/j.imu.2021.100590
- Hariani, D., & Choirunnisak, I. E. (2020). Compatibility Inovasi Sistem Informasi Quick Response (SIQUPON) Dinas Perhubungan Kota Pekalongan. Dinamika Governance: Jurnal Ilmu Administrasi Negara, 10(1). https://doi.org/10.33005/jdg.v10i1.1631
- Khatami, M. I., & Kurnia, N. (2022). E-Demokrasi pada Perdebatan Publik di Twitter: Analisis Konten Polemik Pemecatan Pegawai Komisi Pemberantasan Korupsi (KPK). Jurnal Riset Komunikasi, 5(1), 51–69. https://doi.org/10.38194/jurkom.v5i1.449
- Kurnia, N., Savirani, A., Eddyono, S., Kusumasari, B., Rajiyem, Widhyharto, D. S., Madya, S. H., Z., M. Z. M., Djindan, M., Putri, T. E., Larasati, Z. W., Prasetyo, W., Santoso, A. D., & Nityasari, A. (2021). BIG DATA UNTUK ILMU SOSIAL: ANTARA METODE RISET DAN REALITAS SOSIAL (N. Kurnia & A. Savirani (eds.); Cetakan Pe, Vol. 4, Issue 1). Gadjah Mada University Press.
- Kusuma, H. B., Cahyarini, B. R., & Samsara, L. (2022). Inovasi Pelayanan Publik Di Era Pandemi Covid-19: Best Practices Di Provinsi Jawa Barat. Dinamika Governance: Jurnal Ilmu Administrasi Negara, 12(1). https://doi.org/10.33005/jdg.v12i1.2976
- Li, S., Wang, Y., Filieri, R., & Zhu, Y. (2022). Eliciting positive emotion through strategic responses to COVID-19 crisis: Evidence from the tourism sector. Tourism Management, 90(December 2021), 104485. https://doi.org/10.1016/j.tourman.2021.104485
- Nahdiana, Unde, A., Nasir, S., & Amar, Y. (2022). Peningkatan Kepuasan Peserta Terhadap Layanan Informasi BPJS Kesehatan Melalui Media: Apakah Efektif? LINIMASA: JURNAL ILMU KOMUNIKASI, 5(2), 2022.
- Nurvita, S. (2021). Pelayanan Peserta JKN Selama Pandemi Prodi Manajemen Informasi Kesehatan, Fakultas Ilmu Kesehatan, Universitas Nasional Karangturi Email: silviaunkartur@gmail.com. 1(2), 19–23.
- Patriani, I., Salam, R., Nuphanudin, N., Masriadi, M., & ... (2023). Digitalization in Public Administration Services in Indonesia: Pseudo or Real Digitalization. International Journal of …, 6(1). https://doi.org/10.29099/ijair.v6i1.1.602
- Pratama, A. B. (2019). The landscape of public service innovation in Indonesia. Innovation & Management Review, 17(1), 25–40. https://doi.org/10.1108/INMR-11-2018-0080
- Pratama, I., Nurmandi, A., Muallidin, I., Kurniawan, D., & Salahudin. (2022). Social Media as a Tool for Social Protest Movement Related to Alcohol Investments in Indonesia. In Lecture Notes in Networks and Systems (Vol. 319, Issue January). Springer International Publishing. https://doi.org/10.1007/978-3-030-85540-6_18
- Pynnönen, S., Haltia, E., & Hujala, T. (2021). Digital forest information platform as service innovation: Finnish Metsaan.fi service use, users and utilization. Forest Policy and Economics, 125(February), 102404. https://doi.org/10.1016/j.forpol.2021.102404
- Rachman, F. F., & Pramana, S. (2020). Analisis Sentimen Pro dan Kontra Masyarakat Indonesia tentang Vaksin COVID-19 pada Media Sosial Twitter. Health Information Management Journal, 8(2), 100–109. https://inohim.esaunggul.ac.id/index.php/INO/article/view/223/175
- Rahmadini, A. N. (2023). Pengaruh inovasi pelayanan administrasi melalui whatsapp (pandawa) terhadap kualitas pelayanan jkn pada masyarakat.
- Rahman Iqbal, A., & Miftahuddin, Y. (n.d.). Implementasi SVM Untuk Deteksi Komentar Negatif Berbahasa Indonesia di Twitter. X(X).
- Ryu, S. E., Kim, H. J., & Hong, S. G. (2022). Public Service Innovation Using Smart Governance. Journal of Public Policy and Administration, 7(1), 1–20. https://doi.org/10.47604/jppa.1447
- Sagala, R. B., & Hajad, V. (2022). Inovasi Pelayanan Kesehatan Mobile JKN Di Kantor BPJS Kota Subulussalam. Journal of Social Politics and Governance (JSPG), 4(1), 14–23. https://doi.org/10.24076/jspg.2022v4i1.775
- Salahudin, S., Nurmandi, A., & Loilatu, M. J. (2020). How to Design Qualitative Research with NVivo 12 Plus for Local Government Corruption Issues in Indonesia? Jurnal Studi Pemerintahan, 11(3). https://doi.org/10.18196/jgp.113124
- Salim, M., Wahyuni, N., Marta, R. F., Hariyanti, N., & Nur, F. A. (2023). BPJS Kesehatan's Interpersonal Communication Goals in Handling Participant Complaints Interpersonal Communication Goals BPJS. 21(01), 1–16.
- Saputra, S. A., Rosiyadi, D., Gata, W., & Husain, S. M. (2019). Sentiment Analysis Analysis of E-Wallet Sentiments on Google Play Using the Naive Bayes Algorithm Based on Particle Swarm Optimization. Jurnal RESTI (Rekayasa Sistem Dan Teknologi Informasi), 3(3), 377–382. https://doi.org/10.29207/resti.v3i3.1118
- Sarjiyati, Sukarjono, B., Purwati, Y., & Rosada, Y. S. (2022). Kualitas Pelayanan Badan Penyelenggara Jaminan Sosial Kesehatan Perspektif Undang-Undang Nomor 24 Tahun 2011 (Studi Di Kota Madiun). YUSTISIA MERDEKA: Jurnal Ilmiah Hukum, 8(2), 64–80. https://doi.org/10.33319/yume.v8i2.184
- Sinaga, A. O., & Trimurti, F. (2023). Inovasi Pelayanan Publik Melalui Aplikasi Layanan Tunggu (Lagu) Oleh Dinas Kependudukan Dan Pencatatan Sipil Kota Pekanbaru. GOVERNANCE: Jurnal Ilmiah Kajian Politik Lokal Dan Pembangunan, 9(3), 7–17.
- Taufik, T., & Warsono, H. (2020). Birokrasi Baru Untuk New Normal: Tinjauan Model Perubahan Birokrasi Dalam Pelayanan Publik Di Era Covid-19. Dialogue: Jurnal Ilmu Administrasi Publik, 2(1), 1–18. https://doi.org/10.14710/dialogue.v2i1.8182
- Wang, G. (2019). Factors Affecting Acceptance of Mobile Health Insurance in Indonesia: TAM Applicability. International Journal of Advanced Trends in Computer Science and Engineering, 8(6), 3004–3011.https://doi.org/10.30534/ijatcse/2019/54862019
- Yu, H., Yang, C.-C., Yu, P., & Liu, K. (2022). Emotion diffusion effect: Negative sentiment COVID-19 tweets of public organizations attract more responses from followers. PLOS ONE, 17(3), e0264794. https://doi.org/10.1371/journal.pone.0264794
References
Alita, D., Priyanta, S., & Rokhman, N. (2019). Analysis of Emoticon and Sarcasm Effect on Sentiment Analysis of Indonesian Language on Twitter. Journal of Information Systems Engineering and Business Intelligence, 5(2), 100. https://doi.org/10.20473/jisebi.5.2.100-109
Ameis, S. H., Lai, M., Mulsant, B. H., & Szatmari, P. (2020). Coping, fostering resilience, and driving care innovation for autistic people and their families during the COVID-19 pandemic and beyond. 1–9.
Appel, G., Grewal, L., Hadi, R., & Stephen, A. T. (2020). The future of social media in marketing. Journal of the Academy of Marketing Science, 48(1), 79–95. https://doi.org/10.1007/s11747-019-00695-1
Bokaee Nezhad, Z., & Deihimi, M. A. (2022). Twitter sentiment analysis from Iran about COVID-19 vaccine. Diabetes and Metabolic Syndrome: Clinical Research and Reviews, 16(1), 102367. https://doi.org/10.1016/j.dsx.2021.102367
Dartanto, T., Pramono, W., Lumbanraja, A. U., Siregar, C. H., Bintara, H., Sholihah, N. K., & Usman. (2020). Enrolment of informal sector workers in the National Health Insurance System in Indonesia: A qualitative study. Heliyon, 6(11), e05316. https://doi.org/10.1016/j.heliyon.2020.e05316
Efendi, K., Tumija, T., Handayani, N., & Rifai, M. (2022). Model Inovasi Pelayanan Publik di Kabupaten Sragen Provinsi Jawa Tengah. Jurnal Media Birokrasi, 1, 34–46. https://doi.org/10.33701/jmb.v4i1.2327
Elida, S. S., Listiyawati, L., Zain, D., Sasongko, A. E. T., & Alun, I. N. (2023). Measuring the impact of public service innovation on user satisfaction. International Journal of Research in Business and Social Science (2147- 4478), 12(2), 560–568. https://doi.org/10.20525/ijrbs.v12i2.2356
Filieri, R., Yen, D. A., & Yu, Q. (2021). #ILoveLondon: An exploration of the declaration of love towards a destination on Instagram. Tourism Management, 85, 104291. https://doi.org/10.1016/j.tourman.2021.104291
Gina Rahmasari, R. A. (2021). Analisis Respon Masyarakat Pada Platform Media Sosial Twitter Terhadap Tokoh Politik, Jenderal Tni (Purn.) Gatot Nurmantyo. Jurnal Ilmiah Akuntansi Dan Keuangan FAIR VALUE, 04(01), 106–124.
Guntari, G. A. S., & Noviyanti, N. P. A. W. (2022). Pemanfaatan Kanal Layanan Digital dalam Program Jaminan Kesehatan Nasional di Masa Pandemi Covid 19. Prosiding Seminar Nasional UNIMUS, 5, 900–905.
Hadianti, S., Yosep Tember, F., Mandiri, N., Raya, J., No, J., Melayu, C., & Timur, J. (2022). Analisis Sentiment Covid-19 Di Twitter Menggunakan Metode Naive Bayes Dan Svm. Jurnal Teknologi Informasi, 6(1), 58–63. www.Kaggle.com.
Handayani, E. T., & Sulistiyawati, A. (2021). Analisis Sentimen Respon Masyarakat Terhadap Kabar Harian Covid-19 Pada Twitter Kementerian Kesehatan Dengan Metode Klasifikasi Naive Bayes. Jurnal Teknologi Dan Sistem Informasi (JTSI), 2(3), 32–37. http://jim.teknokrat.ac.id/index.php/JTSI
Handayani, P. W., Indriani, R., & Pinem, A. A. (2021). Mobile health readiness factors: From the perspectives of mobile health users in Indonesia. Informatics in Medicine Unlocked, 24, 100590. https://doi.org/10.1016/j.imu.2021.100590
Hariani, D., & Choirunnisak, I. E. (2020). Compatibility Inovasi Sistem Informasi Quick Response (SIQUPON) Dinas Perhubungan Kota Pekalongan. Dinamika Governance: Jurnal Ilmu Administrasi Negara, 10(1). https://doi.org/10.33005/jdg.v10i1.1631
Khatami, M. I., & Kurnia, N. (2022). E-Demokrasi pada Perdebatan Publik di Twitter: Analisis Konten Polemik Pemecatan Pegawai Komisi Pemberantasan Korupsi (KPK). Jurnal Riset Komunikasi, 5(1), 51–69. https://doi.org/10.38194/jurkom.v5i1.449
Kurnia, N., Savirani, A., Eddyono, S., Kusumasari, B., Rajiyem, Widhyharto, D. S., Madya, S. H., Z., M. Z. M., Djindan, M., Putri, T. E., Larasati, Z. W., Prasetyo, W., Santoso, A. D., & Nityasari, A. (2021). BIG DATA UNTUK ILMU SOSIAL: ANTARA METODE RISET DAN REALITAS SOSIAL (N. Kurnia & A. Savirani (eds.); Cetakan Pe, Vol. 4, Issue 1). Gadjah Mada University Press.
Kusuma, H. B., Cahyarini, B. R., & Samsara, L. (2022). Inovasi Pelayanan Publik Di Era Pandemi Covid-19: Best Practices Di Provinsi Jawa Barat. Dinamika Governance: Jurnal Ilmu Administrasi Negara, 12(1). https://doi.org/10.33005/jdg.v12i1.2976
Li, S., Wang, Y., Filieri, R., & Zhu, Y. (2022). Eliciting positive emotion through strategic responses to COVID-19 crisis: Evidence from the tourism sector. Tourism Management, 90(December 2021), 104485. https://doi.org/10.1016/j.tourman.2021.104485
Nahdiana, Unde, A., Nasir, S., & Amar, Y. (2022). Peningkatan Kepuasan Peserta Terhadap Layanan Informasi BPJS Kesehatan Melalui Media: Apakah Efektif? LINIMASA: JURNAL ILMU KOMUNIKASI, 5(2), 2022.
Nurvita, S. (2021). Pelayanan Peserta JKN Selama Pandemi Prodi Manajemen Informasi Kesehatan, Fakultas Ilmu Kesehatan, Universitas Nasional Karangturi Email: silviaunkartur@gmail.com. 1(2), 19–23.
Patriani, I., Salam, R., Nuphanudin, N., Masriadi, M., & ... (2023). Digitalization in Public Administration Services in Indonesia: Pseudo or Real Digitalization. International Journal of …, 6(1). https://doi.org/10.29099/ijair.v6i1.1.602
Pratama, A. B. (2019). The landscape of public service innovation in Indonesia. Innovation & Management Review, 17(1), 25–40. https://doi.org/10.1108/INMR-11-2018-0080
Pratama, I., Nurmandi, A., Muallidin, I., Kurniawan, D., & Salahudin. (2022). Social Media as a Tool for Social Protest Movement Related to Alcohol Investments in Indonesia. In Lecture Notes in Networks and Systems (Vol. 319, Issue January). Springer International Publishing. https://doi.org/10.1007/978-3-030-85540-6_18
Pynnönen, S., Haltia, E., & Hujala, T. (2021). Digital forest information platform as service innovation: Finnish Metsaan.fi service use, users and utilization. Forest Policy and Economics, 125(February), 102404. https://doi.org/10.1016/j.forpol.2021.102404
Rachman, F. F., & Pramana, S. (2020). Analisis Sentimen Pro dan Kontra Masyarakat Indonesia tentang Vaksin COVID-19 pada Media Sosial Twitter. Health Information Management Journal, 8(2), 100–109. https://inohim.esaunggul.ac.id/index.php/INO/article/view/223/175
Rahmadini, A. N. (2023). Pengaruh inovasi pelayanan administrasi melalui whatsapp (pandawa) terhadap kualitas pelayanan jkn pada masyarakat.
Rahman Iqbal, A., & Miftahuddin, Y. (n.d.). Implementasi SVM Untuk Deteksi Komentar Negatif Berbahasa Indonesia di Twitter. X(X).
Ryu, S. E., Kim, H. J., & Hong, S. G. (2022). Public Service Innovation Using Smart Governance. Journal of Public Policy and Administration, 7(1), 1–20. https://doi.org/10.47604/jppa.1447
Sagala, R. B., & Hajad, V. (2022). Inovasi Pelayanan Kesehatan Mobile JKN Di Kantor BPJS Kota Subulussalam. Journal of Social Politics and Governance (JSPG), 4(1), 14–23. https://doi.org/10.24076/jspg.2022v4i1.775
Salahudin, S., Nurmandi, A., & Loilatu, M. J. (2020). How to Design Qualitative Research with NVivo 12 Plus for Local Government Corruption Issues in Indonesia? Jurnal Studi Pemerintahan, 11(3). https://doi.org/10.18196/jgp.113124
Salim, M., Wahyuni, N., Marta, R. F., Hariyanti, N., & Nur, F. A. (2023). BPJS Kesehatan's Interpersonal Communication Goals in Handling Participant Complaints Interpersonal Communication Goals BPJS. 21(01), 1–16.
Saputra, S. A., Rosiyadi, D., Gata, W., & Husain, S. M. (2019). Sentiment Analysis Analysis of E-Wallet Sentiments on Google Play Using the Naive Bayes Algorithm Based on Particle Swarm Optimization. Jurnal RESTI (Rekayasa Sistem Dan Teknologi Informasi), 3(3), 377–382. https://doi.org/10.29207/resti.v3i3.1118
Sarjiyati, Sukarjono, B., Purwati, Y., & Rosada, Y. S. (2022). Kualitas Pelayanan Badan Penyelenggara Jaminan Sosial Kesehatan Perspektif Undang-Undang Nomor 24 Tahun 2011 (Studi Di Kota Madiun). YUSTISIA MERDEKA: Jurnal Ilmiah Hukum, 8(2), 64–80. https://doi.org/10.33319/yume.v8i2.184
Sinaga, A. O., & Trimurti, F. (2023). Inovasi Pelayanan Publik Melalui Aplikasi Layanan Tunggu (Lagu) Oleh Dinas Kependudukan Dan Pencatatan Sipil Kota Pekanbaru. GOVERNANCE: Jurnal Ilmiah Kajian Politik Lokal Dan Pembangunan, 9(3), 7–17.
Taufik, T., & Warsono, H. (2020). Birokrasi Baru Untuk New Normal: Tinjauan Model Perubahan Birokrasi Dalam Pelayanan Publik Di Era Covid-19. Dialogue: Jurnal Ilmu Administrasi Publik, 2(1), 1–18. https://doi.org/10.14710/dialogue.v2i1.8182
Wang, G. (2019). Factors Affecting Acceptance of Mobile Health Insurance in Indonesia: TAM Applicability. International Journal of Advanced Trends in Computer Science and Engineering, 8(6), 3004–3011.https://doi.org/10.30534/ijatcse/2019/54862019
Yu, H., Yang, C.-C., Yu, P., & Liu, K. (2022). Emotion diffusion effect: Negative sentiment COVID-19 tweets of public organizations attract more responses from followers. PLOS ONE, 17(3), e0264794. https://doi.org/10.1371/journal.pone.0264794