Analisis Sentimen Wisatawan terhadap Kualitas Layanan Hotel dan Resort di Lombok Menggunakan SERVQUAL dan CRISP-DM

Abstract

The era of digital transformation has sparked innovations in product and service marketing strategies in various sectors, one of which is the tourism sector. In the hospitality industry context, product marketing using website-based digital media allows consumers as hotel guests to review the products and services received. The Tripadvisor website is a digital marketing platform that provides review features for app users, especially consumers, to give ratings and reviews. This study aims to analyze the quality of hotel services using the Service Quality (SERVQUAL) framework based on the results of the classification of hotel guest sentiment data using the Naïve Bayes Classifier (NBC) and Support Vector Machine (SVM) algorithm by the stages of the Cross-Industry Standard Process for Data Mining (CRISP-DM). The CRISP-DM framework consists of six stages, namely: business understanding stage, data understanding stage, data preparation stage, modeling stage, evaluation stage, and deployment stage. The SERVQUAL framework consists of several dimensions: reliability dimension; responsiveness; assurance; empathy; tangibles. The review data that will be processed is the consumer review data of The Oberoi Beach Resort Lombok; Sheraton Senggigi Beach Resort; Sudamala Resort Sengiggi; Holiday Resort Lombok; Aston Sunset Beach Resort. The results of this study show that the SVM algorithm performs better than NBC, where the accuracy value is 98.57%, the precision value is 100%, the recall value is 97.14%, and the f-measure value is 98.54%. The AUC value is 100%, and the t-Test value is 98.6%. Unlike the case with the results of SVM's algorithm performance evaluation without using the SMOTE Upgrading Operator, where the accuracy value is 95.71%, the precision value is 95.71%, the recall value is 100%, and the f-measure value is 97.81%. In addition, the AUC value is 91.1%, and the t-Test value is 95.7%.