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)

Penulis

DOI:

https://doi.org/10.31334/6cn2z468

Kata Kunci:

Layanan publik digital; Analisis sentimen; Aplikasi otentikasi; Persepsi pengguna; Chi-Square;

Abstrak

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.

Biografi Penulis

  • Desti Mandanti, Sejarah berdirinya Universitas Islam Negeri
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Unduhan

Diterbitkan

2026-06-30

Terbitan

Vol 9 No 1: Juni 2026

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Hak Cipta (c) 2026 Transparansi : Jurnal Ilmiah Ilmu Administrasi

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