Sentiment analysis of online licensing service quality in the energy and mineral resources sector of the Republic of Indonesia
Ahmad Hizqil,
Yova Ruldeviyani
Abstract:The Ministry of Energy and Mineral Resources of the Republic of Indonesia regularly assessed public satisfaction with its online licensing services. User rated their satisfaction at 3.42 on a scale of 4, below the organization's average of 3.53. Evaluating public service performance is crucial for quality improvement. Previous research relied solely on survey data to assess public satisfaction. This study goes further by analyzing user feedback in text form from an online licensing application to identify nega… Show more
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