7. IMMIGRATION SERVICE AND POLICY EVALUATIONBASED ON PUBLIC SENTIMENT:A SYSTEMATIC LITERATURE REVIEW

Abstrak

This study aims to map research trends regarding sentiment analysis and public
opinion within the immigration ecosystem. A Systematic Literature Review (SLR) methodology
was employed, adhering to the PRISMA 2020 protocol guidelines. Digital transformation through
the implementation of Electronic Government (E-Government) has brought about fundamental
changes in immigration administration and services. Amidst this modernization, public opinion
and sentiment captured on digital platforms serve as crucial indicators for evaluating service
quality and the effectiveness of state regulations. Following processes of searching, screening,
and eligibility assessment, 19 key studies published within the last five years were selected for
synthesis. Data extraction results indicate that the application of sentiment analysis in the
immigration sector can be classified into four primary dimensions: (1) evaluation of public
service innovations and E-Government, (2) law enforcement and border security, (3) social
dynamics and international humanitarian issues, and (4) socio-economic and tourism impacts.
The study concludes that public sentiment-based evaluation serves not only to measure the
performance of digital applications but also acts as an objective instrument for the government.
This is essential for reconstructing adaptive immigration policies that balance service
convenience (prosperity approach) with the preservation of state sovereignty (security
approach).