EPrints Repository UNTIRTAUSULAN PERBAIKAN APLIKASI SIAKANG BERDASARKAN ANALISIS SENTIMEN MENGGUNAKAN PENDEKATAN QUALITY FUNCTION DEPLOYMENT (QFD)Maulana FaridMuhammadauthorThe implementation of the New Generation Academic Information System (SIAKANG) at Universitas Sultan Ageng Tirtayasa has faced various student complaints regarding service quality, with specific issues including technical difficulties in the login process, inaccuracies in academic grade data, slow loading times, frequent system errors, and a non-responsive user interface on mobile devices. This study aims to classify student opinions through sentiment analysis, identify key problem topics, and formulate structured service improvement recommendations based on user needs. The method employed is a quantitative approach with data collection via open-ended questionnaires (104 respondents), processed through text preprocessing stages, Term Frequency–Inverse Document Frequency (TF–IDF) numerical representation, and clustering using the K-Means algorithm. The determination of the optimal number of clusters via the Elbow Method resulted in k=3, with a Silhouette Score validation of 0.111, which was then integrated into the Quality Function Deployment (QFD) method through the construction of the House of Quality (HoQ) matrix. The study concludes that although the combination of TF-IDF and K-Means was not optimal in separating sentiment polarity due to data imbalance, the method was highly effective in mapping system weaknesses. The primary priorities for SIAKANG service improvement include strengthening system security, periodic academic data audits, server infrastructure optimization, and user interface/experience (UI/UX) enhancements to sustainably improve the quality of academic information services.H Social Sciences (General)HA Statistics2026-04-07Fakultas Teknik Universitas Sultan Ageng Tirtayasa;TEKNIK INDUSTRIThesis

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