Skripsi

INTEGRASI ANALISIS SENTIMEN DAN FRAMEWORK CSI-IPA UNTUK PENGEMBANGAN PRODUK APLIKASI TELEKOMUNIKASI

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This study integrates Aspect-Based Sentiment Analysis with Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) to determine priority development features in digital service applications in the telecommunications sector. A total of 10,000 MyIM3 user reviews were analyzed using Fine-Tuned IndoBert with 93% accuracy, then negative sentiment was mapped into several topics using LDA. The topic is used to compile question indicators based on the five dimensions of SERVQUAL. After the questionnaire data is declared valid and reliable, CSI and IPA analysis is carried out. A CSI value of 79.22% indicates that user satisfaction is in the "quite satisfied" category, but several aspects still need to be improved, especially system updates (RS3), application attention to user needs (E2), and feature personalization (E3) which are in quadrant I (Concentrate Here). This integration of analytics results in a strategic roadmap of product development that focuses on improving personalization, responsiveness, and system quality to improve the user experience in the future.

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Detail Information

Series Title

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Call Number

T1894122025

Publisher

Indralaya : Prodi Sistem Informasi, Fakultas Ilmu Komputer Universitas Sriwijaya., 2025

Collation

xvi, 88 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

004.607

Content Type

Text

Media Type

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Carrier Type

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Edition

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Subject(s)

Jaringan Komunikasi Komputer
Prodi Sistem Informasi

Specific Detail Info

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Statement of Responsibility

MI

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