Pendekatan text mining terhadap review pengunjung hotel bintang 5 di Bali selama pandemi COVID-19

Bianca Louisa, Ronald Sukwadi, Gary Yu-Hsin Chen

Abstract


Industri pariwisata dan perhotelan di Bali merupakan salah satu sektor yang terdampak pandemic COVID-19 hingga mengalami penurunan dari 528.883 kedatangan sebelum pandemi hingga hanya 47 kedatangan dalam 6 bulan. Hal ini tentunya mendorong penyedia bisnis untuk terus bertahan dan beradaptasi serta terus mencari cara untuk menarik minat turis untuk menggunakan jasanya. Hotel bintang lima di Bali merupakan kategori hotel dengan kamar terbanyak dan memenangkan penghargaan-penghargaan internasional mengenai kemewahannya, dimana jasa dan fasilitas yang ditawarkan tentunya harus sebanding dengan harga yang harus dibayarkan pelanggan. Kualitas layanan menjadi salah satu faktor yang mempengaruhi kepuasan pelanggan, dimana kepuasan pelanggan ini pada era perkembangan teknologi dan Big Data dituliskan dalam platform penyedia akomodasi online. Dengan jumlah ulasan yang jumlah dan variasinya sangat besar, Text Mining dapat dipilih menjadi solusi untuk mengumpulkan data ulasan tersebut dengan tujuan untuk mengekstraksi data dan mencari tahu atribut hotel yang memiliki frekuensi terbesar dalam ulasan pelanggan hotel bintang lima di Bali. Dengan adanya metode ini penyedia jasa dapat terbantu dalam mengidentifikasi kebutuhan, proses perencanaan, dan dalam rangka mengembangkan jasa serta kualitas layanan guna mencapai kepuasan pelanggan.

Keywords


Atribut, Hotel, Review, Text Mining, Big Data

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References


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DOI: http://dx.doi.org/10.36055/jiss.v7i1.11294

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