Analisis Sentimen Pelanggan terhadap Kualitas Layanan GrabFood di Indonesia: Studi Berdasarkan Ulasan Enam Bulan Terakhir : Penelitian

Sulwani Husna Afrizal; Desty Hapsari Kirana

doi:10.31004/jerkin.v4i3.5481

Authors

Sulwani Husna Afrizal Universitas Padjadjaran
Desty Hapsari Kirana Universitas Padjadjaran

DOI:

https://doi.org/10.31004/jerkin.v4i3.5481

Keywords:

Sentiment Analysis, Text Analytics, User Reviews, Quality of Service

Abstract

Pertumbuhan layanan online food delivery meningkatkan persaingan antarplatform, sehingga loyalitas pelanggan perlu dijaga melalui kualitas pengalaman. Penelitian ini menganalisis sentimen pelanggan terhadap GrabFood di Indonesia berdasarkan 19.507 ulasan aplikasi Grab di Google Play periode Agustus 2025–Januari 2026, dengan 18.864 ulasan valid. Metode yang digunakan adalah deskriptif kuantitatif berbasis text analytics melalui analisis tren rating, Aspect-Based Sentiment Analysis (ABSA) untuk mengidentifikasi aspek keluhan dominan, serta evaluasi kinerja respon ulasan berdasarkan reply rate dan response time. Hasil menunjukkan rata-rata rating aplikasi sebesar 4,096 dengan 20,7% ulasan rendah. Namun, pada ulasan GrabFood (N=2.296), rata-rata rating menurun menjadi 2,474 dengan proporsi ulasan rendah 60,2%, mengindikasikan ulasan muncul saat terjadi masalah layanan. Secara temporal, rating menurun dari 4,31 (Agustus 2025) menjadi 3,90 (Januari 2026), disertai peningkatan sentimen negatif sebesar 16,1% pada Desember 2025–Januari 2026. ABSA mengungkap isu utama berupa keterlambatan pengantaran (48,9%), diikuti harga, ongkir, dan promo (26,4%), akurasi pesanan (22,5%), pengalaman aplikasi (20,7%), serta layanan pengembalian (7,9%). Kinerja respon ulasan menunjukkan reply rate 34,9% secara keseluruhan dan 71,0% pada ulasan GrabFood, dengan median waktu respon masing-masing 4,69 jam dan 7,28 jam.

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