ANALISIS SENTIMEN MASYARAKAT TERHADAP KUALITAS PELAYANAN INFRASTRUKTUR MENGGUNAKAN NAIVE BAYES PADA DINAS PEKERJAAN UMUM DAN TATA RUANG KAB. LABUHANBATU UTARA

KHOIRUNNISA ARIN PANJAITAN, NPM 2209500186 (2026) ANALISIS SENTIMEN MASYARAKAT TERHADAP KUALITAS PELAYANAN INFRASTRUKTUR MENGGUNAKAN NAIVE BAYES PADA DINAS PEKERJAAN UMUM DAN TATA RUANG KAB. LABUHANBATU UTARA. Skripsi thesis, Universitas Labuhanbatu.

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Abstract

Perkembangan teknologi informasi telah mendorong masyarakat untuk lebih aktif menyampaikan opini, kritik, dan saran terhadap pelayanan publik melalui berbagai media digital. Salah satu instansi pemerintah yang menjadi perhatian masyarakat adalah Dinas Pekerjaan Umum dan Tata Ruang (PUTR) Kabupaten Labuhanbatu Utara yang bertanggung jawab dalam pembangunan dan pemeliharaan infrastruktur daerah. Opini masyarakat yang tersimpan dalam bentuk data teks memiliki potensi untuk dianalisis guna mengetahui persepsi publik terhadap kualitas pelayanan infrastruktur yang diberikan. Namun, banyaknya data yang tidak terstruktur menyebabkan proses analisis secara manual menjadi kurang efektif. Oleh karena itu, diperlukan suatu metode yang mampu mengklasifikasikan sentimen masyarakat secara otomatis. Penelitian ini bertujuan untuk menerapkan algoritma Naïve Bayes dalam melakukan klasifikasi sentimen masyarakat terhadap kualitas pelayanan infrastruktur pada Dinas Pekerjaan Umum dan Tata Ruang Kabupaten Labuhanbatu Utara. Metode penelitian yang digunakan adalah pendekatan Knowledge Discovery in Databases (KDD) yang meliputi tahapan seleksi data, preprocessing, transformasi data, data mining, serta evaluasi hasil. Dataset penelitian berupa data opini, aduan, dan umpan balik masyarakat yang telah melalui proses case folding, cleansing, stopword removal, dan stemming sebelum digunakan dalam proses klasifikasi. Sentimen yang dianalisis dikelompokkan ke dalam tiga kategori, yaitu positif, negatif, dan netral. Melalui penerapan algoritma Naïve Bayes, penelitian ini diharapkan dapat menghasilkan model klasifikasi sentimen yang mampu memberikan gambaran mengenai persepsi masyarakat terhadap kualitas pelayanan infrastruktur. Informasi yang diperoleh diharapkan dapat menjadi bahan evaluasi dan pertimbangan bagi Dinas PUTR Kabupaten Labuhanbatu Utara dalam meningkatkan kualitas pelayanan serta menyusun kebijakan yang lebih responsif terhadap kebutuhan masyarakat. Kata Kunci : Analisis Sentimen, Naïve Bayes, Text Mining, Klasifikasi Sentimen, Pelayanan Infrastruktur, Dinas PUTR ================================================================================================== The development of information technology has encouraged the public to more actively express opinions, criticisms, and suggestions regarding public services through various digital media. One government agency that has attracted public attention is the Public Works and Spatial Planning (PUTR) Department of North Labuhanbatu Regency, which is responsible for the development and maintenance of regional infrastructure. Public opinion, stored in the form of text data, has the potential to be analyzed to determine public perceptions of the quality of infrastructure services provided. However, the large amount of unstructured data makes manual analysis less effective. Therefore, a method capable of automatically classifying public sentiment is needed. This study aims to apply the Naïve Bayes algorithm to classify public sentiment regarding the quality of infrastructure services at the Public Works and Spatial Planning Department of North Labuhanbatu Regency. The research method used is the Knowledge Discovery in Databases (KDD) approach, which includes data selection, preprocessing, data transformation, data mining, and evaluation of the results. The research dataset consists of public opinion, complaints, and feedback data that have undergone case folding, cleansing, stopword removal, and stemming before being used in the classification process. The analyzed sentiments were grouped into three categories: positive, negative, and neutral. Through the application of the Naïve Bayes algorithm, this research is expected to produce a sentiment classification model capable of providing an overview of public perceptions of the quality of infrastructure services. The information obtained is expected to provide evaluation and consideration for the Public Works and Housing Agency of North Labuhanbatu Regency in improving service quality and developing policies that are more responsive to public needs. Keywords: Sentiment Analysis, Naïve Bayes, Text Mining, Sentiment Classification, Infrastructure Services, Public Works and Housing Agency

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Analisis Sentimen, Naïve Bayes, Text Mining, Klasifikasi Sentimen, Pelayanan Infrastruktur, Dinas PUTR================Sentiment Analysis, Naïve Bayes, Text Mining, Sentiment Classification, Infrastructure Services, Public Works and Housing Agency
Subjects:	Q Science > QA Mathematics > QA76 Computer software T Technology > T Technology (General) Z Bibliography. Library Science. Information Resources > ZA Information resources > ZA4450 Databases
Divisions:	Fakultas Sains Dan Teknologi > Sistem Informasi
Depositing User:	Unnamed user with email repository@ulb.ac.id
Date Deposited:	05 Aug 2026 08:16
Last Modified:	05 Aug 2026 08:16
URI:	http://repository.ulb.ac.id/id/eprint/2640

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