Examining the Performance of Campus IT Services Through Student Complaints Using Advanced Sentiment Analysis with BERT
Deny Hermansyah, Sinarring Azi Laga*, Hariadi Yutanto, Gaguk Suprianto, Yusuf Effendi, M.Anang Kariawan

Universitas Hayam Wuruk Perbanas

Abstract

The quality of campus IT services plays a crucial role in enhancing the academic experience for students. This study explores the application of advanced sentiment analysis using Bidirectional Encoder Representations from Transformers (BERT) to evaluate student complaints regarding IT services at higher education institutions. By leveraging BERT^s capabilities, the research aims to provide a deeper understanding of the nuances and complexities within student feedback, which traditional sentiment analysis methods often overlook. The findings reveal that many student complaints are centered around issues such as access difficulties and the need for additional support in navigating IT systems. The analysis indicates a predominance of negative sentiment in student feedback, highlighting critical areas for improvement in IT services. The study emphasizes the importance of utilizing sophisticated natural language processing technologies to gain actionable insights that can drive continuous enhancements in service quality. Recommendations include improving IT infrastructure, providing better technical support, and developing more user-friendly information systems. By implementing these strategies, educational institutions can enhance their IT services, ultimately leading to increased student satisfaction and a more effective learning environment. This research underscores the transformative potential of advanced sentiment analysis in shaping the future of campus IT service management.

Keywords: IT Services, BERT, Sentiment Analysis

Topic: Information Technology