Pratama, Moch. Rafie (2025) Analisis Desain Pelayanan Mypertamina untuk Meningkatkan Kualitas Pelayanan. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Society's dependence on fuel oil (BBM) makes it a vital component in supporting the smooth production, distribution of goods and services, and maintaining economic stability. However, around 20-30 percent of energy subsidies are estimated to be enjoyed by groups that are not categorized as poor or vulnerable. To address this, PT Pertamina (Persero) implemented a new policy that requires vehicle registration through the MyPertamina application for users of subsidized fuels such as Pertalite and Solar. However, there are many complaints from users regarding the operation of the application. Therefore, this research aims to identify user complaints through sentiment analysis using the Long Short-Term Memory (LSTM) machine learning method. The data used is in the form of 2,000 MyPertamina application user reviews taken from the Google Play Store. The analysis process was carried out with the Python programming language through the Google Colab platform. The results showed that the majority of user sentiments were negative, which indicated that MyPertamina's service quality was still not optimal. In addition, this study also adopted the five dimensions of E-ServQual to identify factors that influence user perceptions and sentiments towards the application. The findings are expected to be an evaluation material for the improvement of MyPertamina's operational services in the future. Keywords: Sentiment, User Complaints, Service Quality, E-ServQual.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics H Social Sciences > HB Economic Theory H Social Sciences > HC Economics H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD30.28 Strategic Planning H Social Sciences > HD Industries. Land use. Labor > HD9980 Service Industries |
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| Divisions: | Faculty of Economic > Departement of Management | ||||||||
| Depositing User: | Moch Rafie Pratama | ||||||||
| Date Deposited: | 17 Jul 2025 07:58 | ||||||||
| Last Modified: | 17 Jul 2025 07:58 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/39413 |
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