Perspektif Opini Pelanggan pada Aplikasi MyPertamina menggunakan Metode Latent Dirichlet Allocation (LDA)

Abstract

Fluctuations in world oil prices are one of the major factors affecting the country's economic growth, including Indonesia. The government issued a fuel subsidy program, but the program was used by the wrong target and caused the government budget to swell. The solution is to provide programs to the right targets, the government created the MyPertamina application. MyPertamina's application reviews need to be further analyzed and researched to find out the customer's perspective on the application and help the government improve its work program. This study proposes the LDA (Latent Dirichlet Allocation) topic modeling method to analyze user reviews of the MyPertamina application. The methodology used in this research is starting with a literature study, data collection, data preprocessing, sentiment analysis, and topic modeling using LDA. The results of the analysis show that there are several negative reviews with most reviews being positive. This indicates that the MyPertamina application is a good program and right on target in distributing subsidized fuel. Based on the results of the analysis, the are some suggestions about improving application performance in the registration process and adding payment options through e-wallets other than LinkAja or m-banking. The conclusion of the perspective user, the MyPertamina application is effective in controlling subsidized fuel purchases and several user suggestions need to improve regarding registration and payment.