Analysis Of Customer Rating Quality At Kangen Boutique Hotel Based On Customer Reviews By Using LDA

Abstract

Customer satisfaction is always the mission of an organization that wants to stay on track to be competitive for a long period of time. The organization innovates their products and keeps developing them to satisfy the customer, moreover, in the era where online digital platforms have been growing rapidly. Google review is one online review platforms that shows many reviews from customers about a hotel. The reviews found online are very useful for a potential customer to make a consideration before the purchase. Based on this problem, it needs to conduct topic modeling that can process the number of reviews to obtain useful information for the organization’s improvements. The object used in this study is Kangen Boutique Hotel. The process of topic modeling will be done using Latent Dirichlet Allocation (LDA), and the process of providing the improvement for the organization is using Kansei Engineering. The test results showed that there are 4 key factors that influence the rating qualities, which are, “Staff Service, “Room Condition”, “Food”, and “Room Facilities”. Several causes of the factors above are the lack of help from the staff, limited choices of food, and some facilities which are not working properly. The organization should overcome these factors by training the staff with correct manners and procedures and also the maintenance of the hotel building to boost comfort during the customer’s visits.