Enhancing telemedicine service quality through sentiment analysis of user review dataset in Indonesia

Sentiment analysis, a field within natural language processing, text mining, and computational linguistics, evaluates user opinions and product ratings. This article describes a dataset of user reviews collected from telemedicine applications in Indonesia to understand sentiments related to service quality. The dataset comprises 255,679 textual reviews containing positive and negative feedback, offering valuable input for analyzing user experiences. Reviews were sourced from publicly available platforms, ensuring diversity in user perspectives. The dataset exhibits significant class imbalance, with negative reviews constituting a small proportion compared to positive reviews (ratio exceeding 1:14). To address this imbalance, advanced resampling techniques, including Easy Data Augmentation (EDA), were applied. The dataset underwent rigorous preprocessing to remove noise, standardize content, and tokenize reviews for compatibility with deep learning models. This dataset has been utilized with architectures such as SRNN, 1D-CNN, 1L-LSTM, and BiLSTM for sentiment classification. Generated word clouds highlight frequently mentioned terms, enabling exploratory analysis. The dataset is publicly available, providing a resource for benchmarking sentiment classification algorithms and studying the impact of imbalanced data handling on model performance. This work contributes to enhancing telemedicine service quality and advancing Indonesian natural language processing research.