| dc.description.abstract | Introduction: This study explores user sentiment towards two regional e-government applications in Indonesia: Sapawarga in West Java and Jaki in Jakarta. These platforms are part of Indonesia's digital transformation efforts to enhance public service delivery and citizen engagement. By analyzing user reviews from the Google Play Store, the research aims to evaluate public perceptions of the applications and identify factors contributing to both positive and negative user experiences. The findings provide insight into the challenges and opportunities for improving digital governance in Indonesia, particularly in response to the increasing demand for e-government services during the COVID-19 pandemic.
Objectives: The primary objective of this study is to assess user perceptions of the Sapawarga and Jaki applications through sentiment analysis of Google Play Store reviews. The research seeks to identify the factors that contribute to positive or negative user experiences, focusing on the aspects of security, performance, and functionality that influence user satisfaction. Furthermore, the study aims to compare the effectiveness of these two regional approaches to digital service delivery, providing valuable insights to improve future e-government initiatives.
Methods: This study employs a sentiment analysis methodology to evaluate user feedback collected from Google Play Store reviews. A total of 4,304 reviews for Sapawarga and 4,535 reviews for Jaki were analyzed to assess user sentiment. Using Natural Language Processing (NLP) techniques and machine learning models, the reviews were categorized based on emotional responses, such as joy, surprise, fear, and anger. Additionally, the reviews were classified into four key categories: security and privacy, app performance, app functionality, and user interaction. The classification models, including Logistic Regression (LR) and Naïve Bayes (NB), were evaluated using performance metrics such as classification accuracy, F1 score, and AUC (Area Under Curve).
Results: The sentiment analysis revealed that both Sapawarga and Jaki applications were predominantly viewed positively, with users expressing joy and surprise regarding their core functionalities. However, Sapawarga users expressed more concerns about security and privacy, indicating greater apprehension about data protection and personal information integrity. In contrast, Jaki users focused more on app performance issues, such as slow loading times and technical reliability. The classification analysis highlighted that security and privacy were key concerns for both platforms, while technical performance and usability were emphasized more by Jaki users. These findings underscore the need for technical improvements and stronger data protection measures in both applicati
Conclusions: The study concludes that both Sapawarga and Jaki have met many user expectations, particularly in providing essential public services during the COVID-19 pandemic. However, users' satisfaction is influenced by their experiences with security, privacy, and performance issues. Sapawarga requires attention to improving its data validation and security measures, while Jaki would benefit from better technical optimization and user interface enhancements. These findings suggest that a user-centric approach, informed by sentiment analysis and data-driven insights, is essential for improving the effectiveness of regional e-government platforms and ensuring their continued success | en_US |
