Sentiment Analysis Telemedicine Apps Reviews Using NVIVO

Abstract

This study aims to analyze the sentiments of Halodoc users after the COVID-19 pandemic declined. This study uses a mixed method approach, preceded by quantitative research, to see user satisfaction from the rating. Qualitative research from Halodoc google play reviews from June to August 2022 of 1129 users. A total of 74.8% of users rated positive, 5% moderately positive, 2.6% neutral, 2.2% slightly negative, and 15.5% negative. Aspects that need attention from Halodoc to improve its implementation are improving service quality, adding payment methods and refunds, adding a network of health service facilities, and improving systems.

Keywords

• sentiment analysis
• telemedicine
• NVIVO