Deep Learning and Statistical Process Control Approach to Improve Quality in Immigration Services

Technological advancements have profoundly influenced various sectors, including tourism, by simplifying international travel and increasing the demand for passports. In this context, public feedback on the Surabaya Immigration Office’s services, gathered from Google Maps reviews, presents an invaluable dataset for analysis. This study introduces a novel approach to quality management systems in immigration services by applying the Convolutional Long Short-Term Memory (Co-LSTM) for sentiment analysis of public reviews and p-attribute control charts for statistical process control. Focusing on the Surabaya Immigration Office, we analyze public feedback from Google Maps to assess service quality. Our methodology preprocesses and classifies opinion data into sentiment classes, employing Co-LSTM for its superior accuracy over traditional models. The sentiment analysis reveals a predominance of positive over negative reviews, with classification accuracy demonstrating Area Under Curve (AUC) values of 98.61% for training and 85.66% for testing data. Furthermore, the p-attribute control charts are utilized to monitor service defects, identifying areas of uncontrolled variability and suggesting the necessity for service improvement interventions. The study uncovers that the primary public grievance relates to the perceived lack of friendliness and politeness from office staff. By integrating sentiment analysis with statistical process control, this research offers a comprehensive approach for immigration service providers to enhance service quality, respond proactively to public sentiment, and ensure customer satisfaction.