2023
DOI: 10.1007/s11135-023-01695-8
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Measuring contact tracing service quality using sentiment analysis: a case study of PeduliLindungi Indonesia

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Cited by 3 publications
(1 citation statement)
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“…This issue becomes relevant in the present study. Wulandari and Hidayanto's (2023) study used text mining techniques to analyze user reviews of the PeduliLindungi contact tracing app and found four primary service quality dimensions: system efficiency, functional benefit, system availability, and emotional benefit. The study revealed that system efficiency and functional benefit were the most significant factors in determining the service quality of a contact tracing application from a user perspective.…”
Section: Quality Factorsmentioning
confidence: 99%
“…This issue becomes relevant in the present study. Wulandari and Hidayanto's (2023) study used text mining techniques to analyze user reviews of the PeduliLindungi contact tracing app and found four primary service quality dimensions: system efficiency, functional benefit, system availability, and emotional benefit. The study revealed that system efficiency and functional benefit were the most significant factors in determining the service quality of a contact tracing application from a user perspective.…”
Section: Quality Factorsmentioning
confidence: 99%