9th International Conference on ICT for Sustainable Development

Authors - Praveen M Kulkarni, Prayag Gokhale, Basavaraj S. Tigadi, Lakshminarayana.K, Ameet V Kulkarni
Abstract - This research paper presents a meticulous and thorough exploration of user sentiment and feedback concerning the e-governance mobile applications, employing cutting-edge natural language processing (NLP) techniques alongside illustrative coding examples. By scrutinizing an extensive dataset comprising approximately 2400 user reviews sourced from diverse online platforms, we unravel nuanced insights into user experiences, satisfaction levels, and areas ripe for improvement. Our analysis not only uncovers commendations for the app's convenience and functionality but also sheds light on recurring concerns such as technical glitches and data quality issues voiced by users. Furthermore, we offer actionable recommendations tailored for policymakers, underpinned by empirical evidence and augmented by code snippets showcasing sentiment analysis methodologies. This paper endeavors to equip stakeholders with a comprehensive understanding of user perspectives, thereby fostering informed decision-making to bolster the e-governance mobile application usability and efficacy in driving forward government service delivery in Karnataka, India.