EXPLORING THE QUALITY OF BISKITA TRANS PAKUAN SERVICE AS AN INDICATOR OF SMART LIVING IN BOGOR CITY BASED ON SOCIAL MEDIA ANALYSIS

• Main Author: Kamel Machmud, Sulthon
• Format: Theses
• Language: Indonesia
• Subjects: Produksi
• Online Access: https://digilib.itb.ac.id/gdl/view/82993
• Institution: Institut Teknologi Bandung

Bogor City is one of the exemplary cities in Indonesia implementing the concept of a smart city. Smart living is a fundamental element of this concept, with mobility indicators implemented through Bus Rapid Transit (BRT). Therefore, this research aims to explore the service quality of Biskita Trans Pakuan, the BRT system in Bogor City, based on social media data. The use of social media, widely used by the public to provide perspectives on services, justifies its utilization in this study. Additionally, the limited use of social media as a rich data source for research in Bogor City further supports this approach. Instagram was chosen as the social media platform, and data were collected from 2013 to early 2024, which will be analyzed using sentiment analysis techniques. The sentiment analysis results will be validated through interviews with relevant stakeholders. Out of 5,038 collected data points, 500 were classified as having negative sentiment using Naïve Bayes Classifier, and 550 were classified manually. The most frequently mentioned words in the negative sentiment classification data include "halte" (shelters), "naik" (boarding), "penumpang" (passengers), "lama" (long), and "nunggu" (wait). Interviews with Perumda Trans Pakuan and PT Kodjari Tata Angkutan stakeholders confirmed issues related to these variables. This alignment between sentiment analysis results from social media and stakeholder validation underscores ongoing challenges faced by Biskita Trans Pakuan, particularly concerning shelter availability and comfort, boarding points, passenger information dissemination, and waiting times or headways.