IDEAS home Printed from https://ideas.repec.org/a/spr/qualqt/v58y2024i2d10.1007_s11135-023-01695-8.html
   My bibliography  Save this article

Measuring contact tracing service quality using sentiment analysis: a case study of PeduliLindungi Indonesia

Author

Listed:
  • Ratih Wulandari

    (Universitas Indonesia)

  • Achmad Nizar Hidayanto

    (Universitas Indonesia)

Abstract

This research aims to determine the service quality dimensions of contact tracing applications based on user perceptions which are still lacking in the literature. This research employs a text mining approach, specifically topic modeling and sentiment analysis, on the user reviews of the PeduliLindungi contact tracing application. The process of data collection, pre-processing of the reviews, grouping of the reviews into topics, measurement of the score for each service quality dimension, and evaluation of the total score of the PeduliLindungi service quality was carried out. This research revealed four main dimensions of service quality for the contact tracing application: system efficiency, functional benefit, system availability, and emotional benefit. The service quality score was 66.5% for system efficiency, 54.4% for functional benefit, 51.5% for system availability, and 46.2% for emotional benefit. Based on the user perspective, the research highlighted that system efficiency and functional benefit were the most crucial factors in determining the service quality of a contact tracing application. The government needs to pay more attention to the emotional benefit dimension, which received the lowest score of 46.2%. Users reported feeling less excitement and encouragement from the service provided. To improve the service quality of PeduliLindungi, the government can address the users' problems, such as app crashes, unresponsive displays, inconsistent availability of vaccine certificates, and inadequate app functionalities.

Suggested Citation

  • Ratih Wulandari & Achmad Nizar Hidayanto, 2024. "Measuring contact tracing service quality using sentiment analysis: a case study of PeduliLindungi Indonesia," Quality & Quantity: International Journal of Methodology, Springer, vol. 58(2), pages 1409-1424, April.
    • Handle: RePEc:spr:qualqt:v:58:y:2024:i:2:d:10.1007_s11135-023-01695-8
    DOI: 10.1007/s11135-023-01695-8
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11135-023-01695-8
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11135-023-01695-8?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:qualqt:v:58:y:2024:i:2:d:10.1007_s11135-023-01695-8. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.