ANALISIS SENTIMEN TERHADAP PELAYANA PUBLIK PADA DINAS PELAYANAN MODAL DAN PELAYANAN TERPADU SATU PINTU KABUPATEN SUMBA BARAT DAYA MENGUNAKAN METODE NAÏVE BAYES

Abstract

Public Services at the Office of Investment and One-Stop Integrated Services of Southwest Sumba Regency are basic services in government administration. Public Services are an important indicator in assessing government performance, both at the central and regional levels. Quality public services have implications for public satisfaction, because the public directly assesses the performance of the services provided. The low quality of Services in Southwest Sumba has so far encouraged the government to immediately improve the quality of services, especially those related to the required service licensing services, which are adjusted to the capabilities and needs of the region in managing them. Then, another problem found in the community is that the public does not understand the information related to licensing services that can be done online due to the lack of socialization from officers of the Office of Investment and One-Stop Integrated Services of Southwest Sumba Regency regarding licensing that can be accessed online. The results of the Naïve Bayes method classification with a total of 71 positive sentiments and 31 negative sentiments. The accuracy value is 78.36%, margin of error is 9.10%, positive prediction precision is 85.92%, negative prediction precision is 61.292%, positive data recall is 83.56%, and negative data recall is 65.52%.