Sentiment Analysis of Service Quality of Online Healthcare Platform Using Fast Large-Margin
Adam Imansyah Pandesenda, Rika Rizki Yana, Eki Aidio Sukma, ArifNur Yahya, Punto Widharto, Achmad Nizar Hidayanto
Abstract
Mobile technology is a tool by which healthcare users are assisted. Health information technology has the ability to enhance individual health outcomes and increase healthcare quality, allowing better independent health management. The implementation of information technology in healthcare, particularly the development of healthcare services based on mobile technology (m-health), has already changed healthcare delivery by making it more available and affordable across developing world. Alodokter is Indonesia's number one digital health firm, that has significantly changed the axis of Indonesian health services in providing easily understood, reliable, and available medical information to everyone. This research use Alodokter as our analysis to determine its service quality from customer review from Google Play Store that will be measured by using sentiment analysis. We use Fast Large-Margin as classification methodology and sentiment analysis to classify these following service dimensions: system quality, interaction quality, and information quality. The result of this research is system quality get the most review from customer and interaction quality get the most positive sentiment from customer review.