Analysis of Digital Content of Indonesian Society in the Public Service Sector

EasyChair Preprint 15069

Abstract

This research focuses on digital content analysis in the public service sector, to provide insight into the performance and response of the public to these services. Through digital content analysis, service providers can evaluate the effectiveness of information and service delivery, understand the level of community engagement, and identify trends and dominant conversation topics. This research uses Brand24 as a monitoring tool, covering various platforms such as Twitter, blogs, news, forums, videos, and websites. The keyword "layanan publik" in Indonesian was used to collect data for one month. Sentiment analysis was used to analyze digital content performance, while qualitative analysis was performed on reviews using ATLAS.ti to provide insight into community response. The research results include the distribution of 2673 reviews from various platforms, with a main focus on the areas of public services, population administration, transportation, health, and regulation. Public services involving the digitization of population data receive positive attention, but several conditions such as additional costs and commercialization in service access create negative sentiment. Sentiment analysis shows that 63% of positive mentions expressed appreciation for quality service initiatives. However, 37% of negative mentions reflected dissatisfaction with costs, slowness in service, and concerns about commercialization. This research provides a holistic picture of the public's response to public services in Indonesia. The implications of these findings can help service providers in improving transparency, service quality, and responding to community needs and concerns regarding public services.

Keyphrases: community reviews, content digital analysis, openness of public information, public service, social media

@booklet{EasyChair:15069,
  author    = {Faisal Binsar and Muhammad Bayu and Irfan Abbas and Arif Budiman and Abidah Abidah},
  title     = {Analysis of Digital Content of Indonesian Society in the Public Service Sector},
  howpublished = {EasyChair Preprint 15069},
  year      = {EasyChair, 2024}}