Sentiment Analysis and Performance Forecasting Based on Online Review Hotel Harper M. T. Haryono Jakarta

Authors

  • Rizki Aulia Kusumawisanto Universitas Indonesia, Jakarta, Indonesia
  • Athor Subroto Universitas Indonesia, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/dijemss.v5i5.2718

Keywords:

Sentiment Analysis, Forecasting, Hotel Reviews

Abstract

This thesis examines the sentiment of online reviews for Hotel Harper to identify key areas for service improvement, predict occupancy rates using sentiment analysis and forecasting models, and provide strategic recommendations for enhancing the hotel's image and performance. The research involves literature review, data collection, sentiment analysis, and forecasting model development. Data from online reviews of Hotel Harper M.T. Haryono from 2020-2023, spanning periods before, during, and after the COVID-19 pandemic, were collected. The Naive Bayes algorithm classifies sentiments into positive, negative, and neutral categories. Data visualization and classification performance evaluation are also conducted. Sentiment data is combined with occupancy rate data to develop an ARIMA forecasting model, evaluated using MAPE and RMSE. Results indicate that room quality and cleanliness significantly influence user evaluations, necessitating improvements in these areas. Negative reviews pointing to service-related issues suggest the need for enhanced staff training. Consequently, Hotel Harper M.T. Haryono should conduct regular training sessions for staff, especially those interacting with guests, to improve service quality. The occupancy rate predictions show an upward trend from 2020 to 2023 with low error rates, enabling Hotel Harper M.T. Haryono to use this model for strategic planning and informed decision-making.

 

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Published

2024-06-30

How to Cite

Rizki Aulia Kusumawisanto, & Athor Subroto. (2024). Sentiment Analysis and Performance Forecasting Based on Online Review Hotel Harper M. T. Haryono Jakarta. Dinasti International Journal of Education Management And Social Science, 5(5), 1238–1252. https://doi.org/10.38035/dijemss.v5i5.2718

Issue

Vol. 5 No. 5 (2024): Dinasti International Journal of Education Management and Social Science (June - July 2024)

Section

Articles

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Copyright (c) 2024 Rizki Aulia Kusumawisanto, Athor Subroto

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