Evaluasi Kinerja Pelayanan TransJakarta dalam Pengendalian Penyebaran COVID-19 berdasarkan Analisis Sentimen dengan Menggunakan Media Sosial Twitter

William, Andrew (2022) Evaluasi Kinerja Pelayanan TransJakarta dalam Pengendalian Penyebaran COVID-19 berdasarkan Analisis Sentimen dengan Menggunakan Media Sosial Twitter. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

TransJakarta merupakan jaringan transportasi umum berbasis bus yang melayani Provinsi DKI Jakarta dan sekitarnya. TransJakarta merupakan salah satu dari banyak jaringan transportasi umum yang terkena imbas dari pandemi COVID-19 yang menyerang Indonesia pada tahun 2020. Pandemi ini mengakibatkan adanya perubahan yang signifikan dalam pelayanan TransJakarta, seperti penerapan protokol kesehatan hingga pembatasan operasional layanan. Evaluasi kinerja pelayanan TransJakarta diperlukan guna meningkatkan kenyamanan dan keamanan dari pengguna layanan ini selama pandemi COVID-19 juga sebagai masukan bagi PT Transportasi Jakarta dalam mengendalikan penyebaran COVID-19 di lingkup layanan TransJakarta. Namun, dalam penelitian ini, digunakan data tweets dari media sosial Twitter sebagai data utama yang digunakan untuk menggambarkan respons pengguna TransJakarta mengingat tendensi masyarakat saat pandemi dimana frekuensi komunikasi menggunakan media sosial meningkat secara signifikan.
Penelitian ini dilakukan dengan cara mengevaluasi dampak pandemi COVID-19 terhadap layanan TransJakarta dengan menggunakan data hasil survei instansional dari PT Transportasi Jakarta, dilanjutkan dengan analisis sentimen menggunakan naïve bayes classifier dari data tweets mengenai kinerja pelayanan TransJakarta di era pandemi COVID-19. Selanjutnya, hasil dari analisis sentimen tersebut akan menentukan variabel mana saja yang akan diprioritaskan peningkatannya dalam mengendalikan penyebaran COVID-19 dalam lingkup layanan TransJakarta menggunakan analisis deskriptif dengan metode content analysis.
Hasil studi menunjukkan bahwa pandemi COVID-19 memiliki pengaruh yang besar terhadap layanan TransJakarta, dibuktikan dari penurunan jumlah pengguna, penutupan rute, pengurangan armada, perubahan perilaku pengguna yaitu pengurangan frekuensi dan durasi berpergian, hingga pengimplementasian regulasi yang berkaitan dengan protokol kesehatan guna mengendalikan penyebaran COVID-19. Selanjutnya, berdasarkan respons pengguna di media sosial Twitter didapat bahwa ada 1886 opini negatif, 2006 opini netral, dan hanya 180 opini positif terhadap kinerja pelayanan TransJakarta di era pandemi COVID-19. Variabel yang paling banyak dibicarakan di media sosial Twitter adalah variabel waktu operasional. Setelah itu, berdasarkan hasil analisis sentimen, diindentifikasi bahwa variabel frekuensi layanan bus, penerapan physical distancing, pembatasan kapasitas, dan ketersediaan petugas menjadi variabel yang diprioritaskan dalam peningkatan kinerja pelayanan TransJakarta dalam pengendalian penyebaran COVID-19.
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TransJakarta is a bus rapid transit network that serves DKI Jakarta Province and its surrounding areas. TransJakarta is one of many public transportation networks affected by the COVID-19 pandemic that hit Indonesia in 2020. The pandemic has resulted in significant changes in TransJakarta services, such as the implementation of health protocols to service operational restrictions. Evaluation of TransJakarta service performance is needed to improve the comfort and safety of users of this service during the COVID-19 pandemic as well as input for PT Transportasi Jakarta in controlling COVID-19 transmission in the scope of TransJakarta services. However, in this study, tweets from Twitter social media were used as the main data used to describe the response of TransJakarta users considering the tendency of society during a pandemic where the frequency of communication using social media increased significantly.
This research was conducted by examining the impact of the COVID-19 pandemic on TransJakarta services using data from an institutional survey from PT Transportation Jakarta, followed by sentiment analysis using the naïve bayes classifier from tweet data regarding the TransJakarta service performance in the era of COVID-19 pandemic. Furthermore, the results of the sentiment analysis will determine which variables will be prioritized for improvement in controlling the spread of COVID-19 within the scope of TransJakarta services using descriptive analysis method of content analysis.
The results of the study show that the COVID-19 pandemic has had a major impact on TransJakarta services, as evidenced by a decrease in the number of users, route closures, fleet reductions, changes in user behavior, namely reducing the frequency and duration of traveling, and implementation of regulations related to health protocol in order to control the transmission of COVID-19. Moreover, based on user responses on Twitter social media, it was found that there were 1886 negative opinions, 2006 neutral opinions, and only 180 positive opinions on the TransJakarta service performance during the era of COVID-19 pandemic. The most frequently talked variable on Twitter social media is the operational time variable. After that, based on the results of sentiment analysis, it was identified that the variable of frequency of bus services, the implementation of physical distancing, capacity restrictions, and the availability of officers were the variables that were prioritized in improving the performance of TransJakarta services in controlling COVID-19 transmission.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Pelayanan Jasa Transportasi, TransJakarta, Pandemi COVID-19, Analisis Sentimen, Media Sosial Twitter, Transportation Services, COVID-19 Pandemic, Sentiment Analysis, Twitter Social Media
Subjects:	H Social Sciences > HE Transportation and Communications > HE311.I4 Urban transportation H Social Sciences > HM Sociology > HM742 Online social networks. Q Science > Q Science (General) > Q325.5 Machine learning. Q Science > QA Mathematics > QA9.58 Algorithms R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine R Medicine > RA Public aspects of medicine > RA644.C67 COVID-19 (Disease)
Divisions:	Faculty of Civil, Planning, and Geo Engineering (CIVPLAN) > Regional & Urban Planning > 35201-(S1) Undergraduate Thesis
Depositing User:	Andrew William
Date Deposited:	04 Feb 2022 08:07
Last Modified:	04 Feb 2022 08:07
URI:	http://repository.its.ac.id/id/eprint/92821

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