Sentiment Analysis of Customer Feedback Reviews Towards Hotel’s Products and Services in Labuan Bajo
Abstract
The feedback review column on the TripAdvisor website can process the sentiment analysis by classifying the positive and negative impressions of the consumer using machine learning, namely text mining. This study analyzes consumer sentiment for hotel products and services in Labuan Bajo based on feedback review data on the TripAdvisor website. Meanwhile, the algorithm used is Nave Bayes Classifier (NBC), Support Vector Machine (SVM), also SMOTE Upsampling for the k-Nearest Neighbor (k-NN) algorithm. The classification result shows 702 negative feedback reviews and 2531 positive feedback reviews. The evaluation of algorithm performance shows the accuracy of SVM is 78,30% and NBC is 78,29% compared with k-NN with 85,24% accuracy, using SMOTE Upsampling with a class precision description of 100% prediction negative (1784 true Neg & 0 true Pos) and 77,21% prediction positive (747 true Neg & 2531 true Pos). The class recall description also shows 70,49% true Negative (1784 pred Neg & 747 pred Pos) and 100% true Positive (0 pred Neg & 2531 pred Pos). These findings indicate that the k-NN algorithm shows the best result instead of the SVM and NBC algorithm, according to the sentiment analysis result of customer feedback reviews on hotel products and services in Labuan Bajo through TripAdvisor website.
Downloads
References
S. Sleenhoff and P. Osseweijer, “Consumer choice: Linking consumer intentions to actual purchase of GM labeled food products.,” GM Crops Food, vol. 4, no. 3, pp. 166–171, 2013, doi: 10.4161/gmcr.26519.
U. R. Orth, D. Campana, and K. Malkewitz, “Formation of consumer price expectation based on package design: Attractive and quality routes,” J. Mark. Theory Pract., vol. 18, no. 1, pp. 23–40, 2010, doi: 10.2753/MTP1069-6679180102.
U. Golob, M. Lah, and Z. Jančič, “Value orientations and consumer expectations of Corporate Social Responsibility,” J. Mark. Commun., vol. 14, no. 2, pp. 83–96, 2008, doi: 10.1080/13527260701856525.
J. Savard, C. Hickerton, S. A. Metcalfe, C. Gaff, A. Middleton, and A. J. Newson, “From Expectations to Experiences: Consumer Autonomy and Choice in Personal Genomic Testing,” AJOB Empir. Bioeth., vol. 11, no. 1, pp. 63–76, 2020, doi: 10.1080/23294515.2019.1701583.
K. Kaivanto and P. Zhang, “Is business formation driven by sentiment or fundamentals?,” Eur. J. Financ., 2022, doi: 10.1080/1351847X.2022.2038648.
M. Gharzouli, A. K. Hamama, and Z. Khattabi, “Topic-based sentiment analysis of hotel reviews,” Curr. Issues Tour., vol. 0, no. 0, pp. 1–8, 2021, doi: 10.1080/13683500.2021.1940107.
E. Park, J. Kang, D. Choi, and J. Han, “Understanding customers’ hotel revisiting behaviour: a sentiment analysis of online feedback reviews,” Curr. Issues Tour., vol. 23, no. 5, pp. 605–611, 2020, doi: 10.1080/13683500.2018.1549025.
J. Luo, S. Huang, and R. Wang, “A fine-grained sentiment analysis of online guest reviews of economy hotels in China,” J. Hosp. Mark. Manag., vol. 30, no. 1, pp. 71–95, 2021, doi: 10.1080/19368623.2020.1772163.
S. Shayaa et al., “Linking consumer confidence index and social media sentiment analysis,” Cogent Bus. Manag., vol. 5, no. 1, pp. 1–12, 2018, doi: 10.1080/23311975.2018.1509424.
M. Gharzouli, A. K. Hamama, and Z. Khattabi, “Topic-based sentiment analysis of hotel reviews,” Curr. Issues Tour., 2021, doi: 10.1080/13683500.2021.1940107.
M. Mariani and M. Borghi, “Environmental discourse in hotel online reviews: a big data analysis,” J. Sustain. Tour., vol. 29, no. 5, pp. 829–848, 2020, doi: 10.1080/09669582.2020.1858303.
H. N. Io and C. B. Lee, “Social Media Comments about Hotel Robots,” J. China Tour. Res., vol. 16, no. 4, pp. 606–625, 2020, doi: 10.1080/19388160.2020.1769785.
C. E. Yu, “Humanlike robots as employees in the hotel industry: Thematic content analysis of online reviews,” J. Hosp. Mark. Manag., vol. 29, no. 1, pp. 22–38, 2020, doi: 10.1080/19368623.2019.1592733.
V. Chittiprolu, S. Singh, R. S. Bellamkonda, and S. Vanka, “A text mining analysis of online reviews of Indian hotel employees,” Anatolia, vol. 32, no. 2, pp. 232–245, 2021, doi: 10.1080/13032917.2020.1856157.
A. Aakash and A. Gupta Aggarwal, “Assessment of Hotel Performance and Guest Satisfaction through eWOM: Big Data for Better Insights,” Int. J. Hosp. Tour. Adm., vol. 23, no. 2, pp. 317–346, 2022, doi: 10.1080/15256480.2020.1746218.
M. P. Mehta, G. Kumar, and M. Ramkumar, “Customer expectations in the hotel industry during the COVID-19 pandemic: a global perspective using sentiment analysis,” Tour. Recreat. Res., vol. 0, no. 0, pp. 1–18, 2021, doi: 10.1080/02508281.2021.1894692.
Y. C. Lin and C. M. Chen, “How do hotel characteristics moderate the impact of COVID-19 on hotel performance? Evidence from Taiwan,” Curr. Issues Tour., vol. 25, no. 8, pp. 1192–1197, 2022, doi: 10.1080/13683500.2021.1910213.
H. A. Atadil and Q. Lu, “An investigation of underlying dimensions of customers’ perceptions of a safe hotel in the COVID-19 era: effects of those perceptions on hotel selection behavior,” J. Hosp. Mark. Manag., vol. 30, no. 6, pp. 655–672, 2021, doi: 10.1080/19368623.2021.1877588.
M. Ustaszewski, “Towards a machine learning approach to the analysis of indirect translation,” Transl. Stud., vol. 14, no. 3, pp. 313–331, 2021, doi: 10.1080/14781700.2021.1894226.
T. H. Le, C. Arcodia, M. A. Novais, and A. Kralj, “Proposing a systematic approach for integrating traditional research methods into machine learning in text analytics in tourism and hospitality,” Curr. Issues Tour., vol. 24, no. 12, pp. 1640–1655, 2021, doi: 10.1080/13683500.2020.1829568.
C. Makanyeza, T. D. Svotwa, and O. Jaiyeoba, “The effect of consumer rights awareness on attitude and purchase intention in the hotel industry: Moderating role of demographic characteristics,” Cogent Bus. Manag., vol. 8, no. 1, 2021, doi: 10.1080/23311975.2021.1898301.
U. Chakraborty and S. K. Biswal, “Impact of Online Reviews on Consumer’s Hotel Booking Intentions: Does Brand Image Mediate?,” J. Promot. Manag., vol. 26, no. 7, pp. 943–963, 2020, doi: 10.1080/10496491.2020.1746465.
C. D. Chung, L. Gao, and D. Leung, “Corporate Social Responsibility Communications on Social Media and Consumers’ Brand Engagement: A Case Study of Hotels in Hong Kong,” J. China Tour. Res., vol. 16, no. 4, pp. 547–565, 2020, doi: 10.1080/19388160.2019.1643434.
S. P. Dhakal and S. P. Tjokro, “Tourism enterprises in Indonesia and the fourth industrial revolution–are they ready?,” Tour. Recreat. Res., vol. 0, no. 0, pp. 1–6, 2021, doi: 10.1080/02508281.2021.1996687.
A. H. Lasso and H. Dahles, “A community perspective on local ecotourism development: lessons from Komodo National Park,” Tour. Geogr., vol. 0, no. 0, pp. 1–21, 2021, doi: 10.1080/14616688.2021.1953123.
R. Westoby, S. Gardiner, R. W. Carter, and N. Scott, “Sustainable livelihoods from tourism in the ‘10 New Balis’ in Indonesia,” Asia Pacific J. Tour. Res., vol. 26, no. 6, pp. 702–716, 2021, doi: 10.1080/10941665.2021.1908386.
N. T. VO, M. Chovancová, and H. T. Tri, “The Impact of E-service Quality on the Customer Satisfaction and Consumer Engagement Behaviors Toward Luxury Hotels,” J. Qual. Assur. Hosp. Tour., vol. 21, no. 5, pp. 499–523, 2020, doi: 10.1080/1528008X.2019.1695701.
H. N. T. Thu, “Measuring guest satisfaction from online reviews: Envidence in Vietnam,” Cogent Soc. Sci., vol. 6, no. 1, 2020, doi: 10.1080/23311886.2020.1801117.
B. Noori, “Classification of Customer Reviews Using Machine Learning Algorithms,” Appl. Artif. Intell., vol. 35, no. 8, pp. 567–588, 2021, doi: 10.1080/08839514.2021.1922843.
C. Cahyaningtyas, Y. Nataliani, and I. R. Widiasari, “Analisis Sentimen Pada Rating Aplikasi Shopee Menggunakan Metode Decision Tree Berbasis SMOTE,” Aiti, vol. 18, no. 2, pp. 173–184, 2021, doi: 10.24246/aiti.v18i2.173-184.
M. I. Putri and I. Kharisudin, “Penerapan Synthetic Minority Oversampling Technique (SMOTE) Terhadap Analisis Sentimen Data Review Pengguna Aplikasi Marketplace Tokopedia,” in PRISMA, Prosiding Seminar Nasional Matematika, 2022, vol. 5, pp. 759–766. [Online]. Available: https://journal.unnes.ac.id/sju/index.php/prisma/
E. M. Anggraini and N. Wibisono, “Analisis Faktor yang Mempengaruhi Niat Wisatawan Untuk Berkunjung Kembali Ke Destinasi Wisata : Studi Kasus Dago Dream Park Bandung,” in The 13th Industrial Research Workshop and National Seminar, 2022, pp. 1017–1023.
V. K. Adhi, J. Gunawan, and S. Hakim, “Investigasi Karakteristik Demografi dan Perilaku Bepergian Wisatawan Domsestik di Masa pandemi Covid-19,” J. Sains dan Seni ITS, vol. 11, no. 2, pp. 8–13, 2022.
A. Y. Chiriko, “How hotels suffer from and deal with the economic effects of tourism seasonality: A case study of Aksum, Ethiopia,” Res. Hosp. Manag., vol. 11, no. 2, pp. 137–143, 2021, doi: 10.1080/22243534.2021.1917751.
L. Zhong, S. Sun, R. Law, and X. Li, “Tourism crisis management: evidence from COVID-19,” Curr. Issues Tour., vol. 24, no. 19, pp. 2671–2682, 2021, doi: 10.1080/13683500.2021.1901866.
A. M. Elshaer and A. M. Marzouk, “Memorable tourist experiences: the role of smart tourism technologies and hotel innovations,” Tour. Recreat. Res., vol. 0, no. 0, pp. 1–13, 2022, doi: 10.1080/02508281.2022.2027203.
N. V. Thi, V. V. Hung, Z. Tuckova, N. T. Pham, and L. H. L. Nguyen, “Guest Online Review: An Extraordinary Focus on Hotel Users’ Satisfaction, Engagement, and Loyalty,” J. Qual. Assur. Hosp. Tour., vol. 00, no. 00, pp. 1–32, 2021, doi: 10.1080/1528008X.2021.1920550.
P. D. Modica, L. Altinay, A. Farmaki, D. Gursoy, and M. Zenga, “Consumer perceptions towards sustainable supply chain practices in the hospitality industry,” Curr. Issues Tour., vol. 23, no. 3, pp. 358–375, 2020, doi: 10.1080/13683500.2018.1526258.
B. Kim, S. (Sam) Kim, and C. Y. Heo, “Consequences of Customer Dissatisfaction in Upscale and Budget Hotels: Focusing on Dissatisfied Customers’ Attitude Toward a Hotel,” Int. J. Hosp. Tour. Adm., vol. 20, no. 1, pp. 15–46, 2019, doi: 10.1080/15256480.2017.1359728.
A. Fan, L. Wu, L. Miao, and A. S. Mattila, “When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure?–The moderating role of consumer technology self-efficacy and interdependent self-construal,” J. Hosp. Mark. Manag., vol. 29, no. 3, pp. 269–290, 2020, doi: 10.1080/19368623.2019.1639095.
G. Bodet, V. Anaba, and P. Bouchet, “Hotel Attributes and Consumer Satisfaction: A Cross-Country and Cross-Hotel Study,” J. Travel Tour. Mark., vol. 34, no. 1, pp. 52–69, 2017, doi: 10.1080/10548408.2015.1130109.
M. D. Richard and D. D. Hicks, “The HASSLE scale: Measuring consumer satisfaction/dissatisfaction with the complaint resolution process,” J. Cust. Serv. Mark. Manag., vol. 3, no. 4, pp. 61–73, 1997, doi: 10.1300/J127v03n04_05.
T. Fernandes and F. Fernandes, “Sharing Dissatisfaction Online: Analyzing the Nature and Predictors of Hotel Guests Negative Reviews,” J. Hosp. Mark. Manag., vol. 27, no. 2, pp. 127–150, 2018, doi: 10.1080/19368623.2017.1337540.
P. Longart, “Understanding Hotel Maintenance Management,” J. Qual. Assur. Hosp. Tour., vol. 21, no. 3, pp. 267–296, 2020, doi: 10.1080/1528008X.2019.1658148.
M. Li, A. Hsiao, E. J. Ma, and S.-J. Li, “Hotel service convergence innovation,” J. Glob. Sch. Mark. Sci., vol. 00, no. 00, pp. 1–17, 2021, doi: 10.1080/21639159.2020.1808848.
Abstract views: 2703 times
Download PDF: 1040 times
- I certify that I have read, understand and agreed to the Journal of Information Systems and Informatics (Journal-ISI) submission guidelines, policies and submission declaration. Submission already using the provided template.
- I certify that all authors have approved the publication of this and there is no conflict of interest.
- I confirm that the manuscript is the authors' original work and the manuscript has not received prior publication and is not under consideration for publication elsewhere and has not been previously published.
- I confirm that all authors listed on the title page have contributed significantly to the work, have read the manuscript, attest to the validity and legitimacy of the data and its interpretation, and agree to its submission.
- I confirm that the paper now submitted is not copied or plagiarized version of some other published work.
- I declare that I shall not submit the paper for publication in any other Journal or Magazine till the decision is made by journal editors.
- If the paper is finally accepted by the journal for publication, I confirm that I will either publish the paper immediately or withdraw it according to withdrawal policies
- I Agree that the paper published by this journal, I transfer copyright or assign exclusive rights to the publisher (including commercial rights)
_1.png){kind=logo}
