Evaluasi Komunikasi Publik dan Kualitas E-Government: Analisis Sentimen Ulasan Aplikasi Bapenda Sulsel Mobile di Google Play Store
Abstract
Transformasi digital pelayanan pajak daerah menghadirkan kanal umpan balik publik yang organik dan berkelanjutan melalui platform distribusi aplikasi. Penelitian ini mengevaluasi kualitas e-government dan efektivitas komunikasi publik aplikasi Bapenda Sulsel Mobile dengan menganalisis 640 ulasan pengguna di Google Play Store (Juni 2022–April 2026). Menggunakan analisis sentimen berbasis pembelajaran mesin (TF-IDF + Logistic Regression, akurasi 88,0%, AUC 92,9%) yang dipadukan dengan pemetaan aspek terhadap kerangka kualitas layanan e-government, studi ini menemukan: (1) distribusi sentimen 68,8% positif dan 23,9% negatif; (2) kesenjangan kualitas berupa efisiensi yang diakui tinggi (57 dari 69 sebutan positif) dan reliabilitas yang lebih banyak dikeluhkan (66 dari 95 sebutan negatif); (3) dua insiden teknis episodik (Januari 2023 dan Juni 2024) yang memuncak pada kenaikan sentimen negatif; serta (4) peningkatan responsivitas institusional (tingkat balasan dari 4,4% pada 2023 menjadi 36,9% pada 2025). Secara kualitatif, ketidakpercayaan publik terkonsentrasi pada isu pungutan liar di Samsat, inkonsistensi tarif, dan kegagalan rekonsiliasi pembayaran. Studi ini menempatkan ulasan app-store sebagai instrumen evaluasi layanan publik digital yang melengkapi survei konvensional.
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