Analisis Sentimen Analisis Sentimen Ulasan Aplikasi Telemedicine di Indonesia Menggunakan XLM-RoBERTa dan Non-Negative Matrix Factorization untuk Mendukung Sustainable Development Goal 3 : Sentiment Analysis of Telemedicine App Reviews in Indonesia Using XLM-RoBERTa and Non-Negative Matrix Factorization for Supporting Sustainable Development Goal 3

Asha Sembiring; M. Imam Santoso; Alfan Ramadhan Sembiring

doi:10.57152/malcom.v6i2.2621

Authors

Asha Sembiring Universitas Satya Terra Bhinneka
M. Imam Santoso Universitas Satya Terra Bhinneka
Alfan Ramadhan Sembiring Universitas Satya Terra Bhinneka

DOI:

https://doi.org/10.57152/malcom.v6i2.2621

Keywords:

Analisis Sentimen, NMF, Sustainable Development Goal 3, Telemedicine, XLM-RoBERTa

Abstract

Penelitian ini bertujuan menganalisis sentimen pengguna dan mengidentifikasi topik dominan dalam ulasan aplikasi telemedicine di Indonesia menggunakan XLM-RoBERTa dan Non-Negative Matrix Factorization (NMF). Telemedicine menjadi solusi penting untuk meningkatkan akses layanan kesehatan, terutama di wilayah terpencil, namun peningkatan penggunaannya belum selalu diiringi kualitas layanan yang konsisten. Data penelitian dikumpulkan dari ulasan pengguna pada aplikasi Halodoc, Alodokter, dan KlikDokter melalui Google Play Store. Analisis sentimen dilakukan untuk mengklasifikasikan ulasan menjadi positif, negatif, dan netral, sedangkan NMF digunakan untuk mengekstraksi topik utama. Hasil menunjukkan bahwa 70% ulasan bersentimen positif, menandakan mayoritas pengguna merasa puas terhadap layanan. Namun, ulasan negatif masih menyoroti permasalahan pada kecepatan respons dan kualitas konsultasi medis, terutama pada beberapa aplikasi. Pemodelan topik mengungkap bahwa aksesibilitas layanan, kualitas konsultasi, dan kecepatan respons merupakan faktor utama yang memengaruhi persepsi pengguna. Kebaruan penelitian ini terletak pada integrasi model transformer multibahasa dan analisis topik dalam konteks telemedicine di Indonesia. Temuan ini memberikan implikasi praktis bagi pengembang dan pemangku kebijakan dalam meningkatkan kualitas layanan kesehatan digital serta mendukung pencapaian SDG 3.

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