EVALUASI LAYANAN MOBILE JKN BERBASIS 100.000 ULASAN GOOGLE PLAY STORE DAN COBIT 5
Abstract
Abstrak. Penelitian ini bertujuan mengevaluasi layanan aplikasi Mobile JKN
menggunakan 100.000 ulasan Google Play Store yang terdokumentasi dalam arsip sekunder. Penelitian dilakukan melalui tahap praproses dan tiga tahap analisis. Tahap pertama menganalisis distribusi rating sebagai proksi sentimen berbasis skor. Tahap kedua memetakan ulasan negatif ke tema layanan dengan codebook tematik berbasis kata kunci. Validasi manual pada sampel berstrata 50 ulasan negatif menunjukkan tingkat kesesuaian awal 88,00%. Tahap ketiga menghubungkan tema dominan ke proses COBIT 5 untuk menyusun prioritas perbaikan layanan. Setelah penghapusan duplikasi persis dan ulasan sangat pendek, diperoleh 74.713 ulasan informatif untuk dianalisis. Hasil menunjukkan bahwa sentimen positif masih dominan sebesar 57,68%, tetapi sentimen negatif juga tinggi yaitu 38,53%. Tema negatif paling dominan terkait login dan autentikasi, diikuti performa aplikasi, antrean layanan, data kepesertaan, dan pembayaran iuran. Puncak volume ulasan terjadi pada Juli 2024, sedangkan proporsi ulasan negatif tertinggi muncul pada November 2023. Temuan ini menunjukkan perlunya penguatan operasi layanan, penanganan insiden, pengelolaan masalah berulang, dan monitoring umpan balik publik. Abstract. This study evaluates the Mobile JKN service using 100,000 Google
Play Store reviews compiled in a secondary dataset. The study consisted of a
preprocessing stage and three analytical stages. First, rating distribution was
examined as a score-based sentiment proxy. Second, negative reviews were
mapped into service themes using a keyword-based thematic codebook. A
manual validation on a stratified sample of 50 negative reviews yielded an
initial match rate of 88.00%. Third, dominant themes were linked to COBIT 5
processes to formulate service improvement priorities. After exact duplicates
and very short reviews were removed, 74,713 informative reviews remained
for analysis. The results show that positive sentiment still dominates at
57.68%, whereas negative sentiment remains high at 38.53%. The most
dominant negative theme concerns login and authentication, followed by
application performance, service queues, membership data, and contribution
payment issues. Review volume peaked in July 2024, while the highest
proportion of negative reviews occurred in November 2023. These findings
indicate the need to strengthen service operations, incident handling, recurring
problem management, and public feedback monitoring.
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