Analisis Sentimen Tanggapan Masyarakat terhadap Layanan Kesehatan di Kota Surabaya dengan RoBERTa

Wahyu Adinda Nur Ashifa, Stefanus Silverio Susanto, Ananda Fauziah, Vivine Nurcahyawati

Abstract


Masyarakat Surabaya sering mengkritik layanan kesehatan, terutama terkait kualitas dan efisiensi layanan di rumah sakit dan puskesmas pemerintah. Jarak jauh, biaya tinggi, dan pelayanan yang buruk adalah masalah umum. Karena kurangnya pemahaman tentang protokol kesehatan dan pelayanan, ketidakpuasan meningkat selama pandemi COVID-19. Media sosial menjadi tempat utama bagi masyarakat untuk menyampaikan keluhan. Teknologi analisis sentimen berbasis model bahasa alami seperti RoBERTa digunakan untuk menganalisis keluhan ini. Studi ini menemukan sentimen positif, negatif, atau netral terhadap elemen seperti BPJS, antrean, tenaga kesehatan, dan fasilitas kesehatan. Setelah data dikumpulkan dari media sosial dan berita, proses pra-pemrosesan, tokenisasi, dan klasifikasi sentimen dilakukan. Hasilnya menunjukkan bahwa mayoritas ulasan netral pada masalah antrean (0.53), dengan sentimen positif tertinggi pada fasilitas kesehatan (0.45), dan dengan sentimen negatif tertinggi pada tenaga kesehatan (0.33). Akurasi analisis sentimen positif mencapai 85%, yang menunjukkan bahwa teknik yang digunakan adalah efektif. Hasilnya memberikan wawasan penting tentang bagaimana masyarakat melihat layanan kesehatan di Surabaya dan menjadi referensi untuk perbaikan masa depan.

Keywords


Sentiment Analysis; RoBERTa; Healthcare Facilities; Classification

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