Sentiment Analysis of Social Media for Indonesian m-Health PeduliLindungi Mobile-Apps(PLMA) with Lexicon-Based and Support Vector Machine Approach

Indonesia launched the e-health app PeduliLindungi Mobile-Apps (PLMA) in April 2020 to monitor COVID-19, gaining public confidence with over ten million downloads and rapid growth. However, PLMA faces challenges like application errors, leaks, and inaccurate user data, with 52% of Indonesian users reporting errors. Despite being Indonesia's most downloaded medical app, its rating remains low. User sentiment research is crucial for improving app quality and functionality. Study voids include insufficient research and local context. This research examines TikTok, YouTube, and Twitter user perceptions of the Indonesian mHealth app PLMA using Lexicon-based and SVM analysis, reducing bias and errors to enhance the study. The result shows that PLMA perception on YouTube, TikTok, and Twitter uses Lexicon-based and Support Vector Machine sentiment analysis, with 86% accuracy on TikTok and 64% on Twitter. However, Lexicon-based and Naive Bayes algorithms struggle with Twitter data classification. TikTok sentiment classification is 8% negative, 69% neutral, and 23% positive, while YouTube and Twitter have 24% unfavorable, 14% neutral, and 62% positive opinions, respectively. This research aids developers, stakeholders, and policymakers in understanding app strengths and weaknesses, improving user experience, and developing advanced sentiment analysis techniques, thereby enhancing knowledge and health sector decision-making.

I. Introduction

Indonesia's Ministry of Communication and Information (KOMINFO) introduced the e-health app PeduliLindungi Mobile-Apps (PLMA) in April 2020. Mobile technology powers this app [1]. It helps Indonesia track the COVID-19 pandemic and stop its spread. PLMA tracks Covid-19, alerts individuals, and prevents its spread [2], [3]. To combat COVID-19, Indonesia implemented the PLMA, a digital transition. The government must persuade Indonesians to use it, as it is open to anyone. The app is used for transportation on airlines, in stores, at tourist attractions, and elsewhere. Land, sea, and air transportation use it. To download the program, immunization certificates are given. Indonesian government departments must follow many PeduliLindungi policies. Community tracking requires the application. KOMINFO recommends all citizens use PLMA, which has over ten million downloads. Reports indicate over ten million downloads [4]. PeduliLindungi is user-driven. The line expanded last year. There is a rise between 4–5 million period users (July–December 2020) and 32.85 million (July– September 2021). PeduliLindungi's popularity is growing fast. These data demonstrate public trust in the PeduliLindungi app. The COVID-19 pandemic made PeduliLindungi noteworthy.