Public services satisfaction based on sentiment analysis: Case study: Electrical services in Indonesia

Abstract

Content growth in the Internet in recent years has made a huge volume of information available. In the recent past, various initiatives have been undertaken in order to improve the quality of the public services for instance in electrical services. Electrical energy has a vital role and strategic. Indonesia's electricity problems arising from electrical energy needs are increasing more rapidly than the ability of PT. PLN [Persero] to meet the required power supply. Transformation in public services quality will not be sustainable and successful unless the restructuring efforts are linked to performance evalution especially with society involvement. In this paper, the observation of public satisfaction in services is using sentiment analysis of social media. By doing sentiment analysis on a specific topic, it is possible to identify the opinion that can provide information on performance appraisal by classification the opinion public whether it is positive, negative or neutral regarding a particular topic using naïve Bayes methods.