Persepsi Pengguna dalam Layanan Digital: Studi Analisis Sentimen dan Uji Chi-Square terhadap Dua Generasi Aplikasi PT Taspen
(User Perciptions in Digital Services: Sentiment Analysis Study and Chi-Square Test of Two Generations of Pt Taspen Applications)
DOI:
https://doi.org/10.31334/6cn2z468Keywords:
Layanan publik digital; Analisis sentimen; Aplikasi otentikasi; Persepsi pengguna; Chi-Square;Abstract
Penelitian ini bertujuan untuk mengkaji perbedaan persepsi pengguna terhadap dua versi layanan otentikasi digital milik PT Taspen, yaitu Taspen Otentikasi (2018) dan Andal by Taspen (2025). Dengan menggunakan pendekatan kuantitatif, dilakukan analisis sentimen terhadap masing-masing 5.000 ulasan pengguna yang dikumpulkan dari Google Play Store. Sentimen diklasifikasikan ke dalam kategori positif dan negatif, kemudian dianalisis menggunakan uji Chi-Square untuk mengukur signifikansi perbedaan distribusi tersebut. Hasil menunjukkan bahwa terdapat perbedaan yang signifikan secara statistik antara kedua aplikasi. Taspen Otentikasi didominasi oleh respons negatif, sedangkan Andal by Taspen menunjukkan distribusi sentimen yang lebih seimbang. Temuan ini mengindikasikan bahwa versi terbaru mencerminkan perbaikan dalam persepsi pengguna, meskipun masih terdapat beberapa aspek yang perlu ditingkatkan. Penelitian ini menekankan pentingnya evaluasi berkelanjutan dalam penyelenggaraan layanan publik digital guna menjamin aksesibilitas, responsivitas, dan kepuasan pengguna.
Abstract
This study aims to examine differences in user perception between two versions of PT Taspen’s digital authentication services: Taspen Otentikasi (2018) and Andal by Taspen (2025). Using a quantitative approach, sentiment analysis was applied to 5,000 user reviews from each application collected from Google Play Store. Sentiments were classified as positive or negative, and a Chi-Square Test was conducted to evaluate the significance of the distribution differences. The results show a statistically significant difference in sentiment between the two applications. Taspen Otentikasi received predominantly negative responses, while Andal by Taspen exhibited a more balanced sentiment distribution. These findings indicate that the newer version reflects improved user perception, though areas for further improvement remain. The study highlights the importance of continuous evaluation in digital public service delivery to ensure accessibility, responsiveness, and user satisfaction.
References
Adityapratama, I. W. P., Sadjuni, N. L. G. S., Wiartha, N. G. M., & Diwyarthi, M. S. (2021). Pengaruh E-Service Quality Terhadap Kepuasan Pelanggan. Prosiding Hubungan Masyarakat, 3(4), 576–579. Https://Doi.Org/10.55123/Sosmaniora.V3i4.4160
Agresti, A. (2018). Statistical Methods For The Social Sciences. Pearson.
Akbar, R. J., & Aulia, A. (2024). Andal By Taspen Mulai Bisa Digunakan Januari 2025, Integrasi Data Dilakukan. Viva News & Insight.
Anggraini, D. (2023). Kualitas Layanan Publik Digitalisasi (Studi Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kota Palembang). Jurnal Administrative Reform, 11(1), 62–76. Https://Doi.Org/10.30872/Jar.V11i1.9821
Blut, M. (2016). E-Service Quality: Development Of A Hierarchical Model. Journal Of Retailing, 92(4), 500 - 517. Https://Doi.Org/:10.1016/J.Jretai.2016.09.004
Denhardt, J. V, & Denhardt, R. B. (2007). The New Public Service Revisited. Public Administration Review, 75(5), 664 - 672. Https://Doi.Org/Https://Doi.Org/10.1111/Puar.12347
Hafidh, R., & Andraini, F. (2018). Resiko Yuridis Asuransi Sosial Bagi Pegawai Pt Taspen (Persero) Kantor Cabang Utama Semarang Yang Mengajukan Pensiun Dini. Jurnal Ilmiah Dinamika Hukum, 20(1), 57 - 71. Https://Doi.Org/10.35315/Dh.V20i1.7211
Hardi, R., & Gohwong, S. (2020). E-Government Based Urban Governance On The Smart City Program In Makassar, Indonesia. Journal Of Contemporary Governance And Public Policy, 1(1), 12–17. Https://Doi.Org/10.46507/Jcgpp.V1i1.10
Herlina, B., & Ainun, A. A. (2023). Penggunaan Aplikasi Taspen Otentikasi Dalam Meningkatkan Efektifitas Pelayanan Pembayaran Pensiun Di Kantor Pos Sengkang. Journal Of Social Science Research, 3, 10514–10526.
Kumalasari, R. A. D., & Tolle, H. (2024). Usability Evaluation Pada Aplikasi Taspen Otentikasi Berbasis System Usability Scale: Studi Kasus Pada Pensiunan PNS. JSHP : Jurnal Sosial Humaniora Dan Pendidikan, 8(2), 103–116. Https://Doi.Org/10.32487/Jshp.V8i2.2098
Meyriyanih, S. F., Sujana, N., & Utami, P. (2024). Penerapan Prinsip New Public Service (NPS) Dalam Pelayanan Pembuatan Kartu Indonesia Sehat (KIS) Melalui Badan Penyelenggaraan Jaminan Sosial (BPJS) Kota Tangerang. Jurnal Ilmiah Wahana Pendidikan, 10(2), 819–828.
Rust, R. T., & Huang, M.-H. (2014). The Service Revolution And The Transformation Of Marketing Science. Marketing Science, 33(2), 206-221. Https://Doi.Org/10.1287/Mksc.2013.0836
Sabaruddin, A., Hidayat, R., & Lestari, D. P. (2022). Analisis Digitalisasi Pelayanan Pembayaran Pensiun Melalui Aplikasi Taspen Otentikasi Di PT Taspen (Persero) Kendari. Jurnal Administrasi Publik, 18(2), 211–230. Https://Doi.Org/10.52316/Jap.V18i2.113
Statcounter. (2024). Mobile Operating System Market Share Indonesia. Retrieved From Https://Gs.Statcounter.Com/Os-Market-Share/Mobile/Indonesia
Suwarno, Y., & Wati, N. K. (2020). E-Government Institutional Capacity In Provincial Governments Of West-Java And East-Java. Jurnal Studi Pemerintahan, 11(2). Https://Doi.Org/10.18196/Jgp.112117
Taspen. (2024). Autentikasi Semakin Mudah, Dengan Superapps Andal By Taspen. PT Taspen.
Taspen. (2025). Praktis Dan Efisien, Andal By Taspen Sudah Diunduh Lebih Dari 1 Juta Peserta. PT Taspen.
Vankatesh, V., & Davis, F. D. (2015). A Theoretical Extension Of The Technology Acceptance Model: Four Longitudinal Field Studies. In Management Science, 46(2), 186-204. Https://Doi.Org/10.1287/Mnsc.46.2.186.11926
Wijaya, S. C., Mahendra, A. A., Hamdan, T. N., Ramdan, H., & Aditya, R. (2024). Pengembangan Sistem Informasi Pelayanan Publik Untuk Pemerintah Daerah. Jurnal MENTARI: Manajemen, Pendidikan Dan Teknologi Informasi, 3(1), 40–51.
Yani, R. S. R., Arif, M., & Sitorus, R. W. (2022). Analisis Digitalisasi Pelayanan Pembayaran Pensiun Melalui Aplikasi Taspen Otentikasi Di PT Taspen (Persero) Kendari. Jurnal Administrasi Publik, 18(2), 211–230. Https://Doi.Org/10.52316/Jap.V18i2.113
Wang, A., Singh, A., Michael, J., Hill, F., Levy, O., & Bowman, S. (2018). GLUE: A multi-task benchmark and analysis platform for natural language understanding. Proceedings of the EMNLP Workshop BlackboxNLP, 353–355. https://doi.org/10.18653/v1/W18-5446
Wolf, T., et al. (2020). Transformers: State-of-the-art natural language processing. Proceedings of the 2020 Conference on Empirical Methods in Natural Language Processing: System Demonstrations (pp. 38–45). ACL. https://doi.org/10.18653/v1/2020.emnlp-demos.6
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Transparansi : Jurnal Ilmiah Ilmu Administrasi
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License
Please find the rights and licenses in Transparansi : Jurnal Ilmiah Ilmu Administrasi By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
- License
The commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-ShareAlike 4.0 International License.
2. Author(s)' Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3. User Rights
Transparansi : Jurnal Ilmiah Ilmu Administrasi spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Transparansi : Jurnal Ilmiah Ilmu Administrasi permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Transparansi : Jurnal Ilmiah Ilmu Administrasi on distributing works in the journal and other media of publications.
4. Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Transparansi : Jurnal Ilmiah Ilmu Administrasi will not be held liable for anything that may arise due to the author(s) internal dispute. Transparansi : Jurnal Ilmiah Ilmu Administrasi will only communicate with the corresponding author.
5. Miscellaneous
Transparansi : Jurnal Ilmiah Ilmu Administrasi will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Transparansi : Jurnal Ilmiah Ilmu Administrasi editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
Every accepted manuscript should be accompanied by "Copyright Transfer Agreement"prior to the article publication.
