Measuring hotel service quality in borobudur temple using opinion mining

Annisa Marlin Masbar Rus, Rossi Annisa, Isti Surjandari, Zulkarnain

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

The increasing of visitors number to Borobudur Temple due to infrastructure development has pushed hospitality industry to meet the level of quality expected from various customer, especially for hotel services. Currently, customers are benefited to plan their stay by looking through the hotel reviews, yet this review could also be profitable for hotels. This paper attempted to gain insight from online reviews of the hospitality industry in the Borobudur Temple area by employing opinion mining. The objective of this study is to measure the sentiment of hotel services quality in Borobudur Temple area using hotel reviews based on HOLSERV Plus dimensions (Room, Facility, Surrounding, Employee, and Reliability), which are considered to be relevant to measure the quality of hotel services. The hotel reviews is classified into five dimensions of HOLSERV Plus based on three different algorithms; Naïve Bayes, Support Vector Machine, and k-Nearest Neighbor. The result showed that Support Vector Machine had the highest accuracy, precision, and F1 score compared to other algorithms. Moreover, all dimensions have positive sentiment on average where employee dimension has the highest positive sentiment compared to other dimensions.

Original languageEnglish
Title of host publication2019 16th International Conference on Service Systems and Service Management, ICSSSM 2019
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)9781728119410
DOIs
Publication statusPublished - Jul 2019
Event16th International Conference on Service Systems and Service Management, ICSSSM 2019 - Shenzhen, China
Duration: 13 Jul 201915 Jul 2019

Publication series

Name2019 16th International Conference on Service Systems and Service Management, ICSSSM 2019

Conference

Conference16th International Conference on Service Systems and Service Management, ICSSSM 2019
CountryChina
CityShenzhen
Period13/07/1915/07/19

Keywords

  • Hotel Reviews
  • Opinion Mining
  • Sentiment Analysis
  • Text Classification
  • Tourism

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  • Cite this

    Rus, A. M. M., Annisa, R., Surjandari, I., & Zulkarnain (2019). Measuring hotel service quality in borobudur temple using opinion mining. In 2019 16th International Conference on Service Systems and Service Management, ICSSSM 2019 [8887650] (2019 16th International Conference on Service Systems and Service Management, ICSSSM 2019). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/ICSSSM.2019.8887650