Article Per Year (5 Year)
p-Index From 2021 - 2026
0.444
P-Index
This Author published in this journals
All Journal Jurnal Manajemen Perhotelan Equivalent: Jurnal Ilmiah Sosial Teknik
Fabiola Leoparjo
Universitas Ciputra
Economics, Econometrics & Finance Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Social Sciences

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
AHP-SERVPERF Assessment of Five-Star Hotel Service Quality Using TripAdvisor Reviews in Surabaya Keisya Tifany; Agustinus Nugroho; Adrie Oktavio; Fabiola Leoparjo
Equivalent: Jurnal Ilmiah Sosial Teknik Vol. 8 No. 3 (2026): Equivalent: Jurnal Ilmiah Sosial Teknik
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/jequi.v8i3.357

Abstract

Background: Conventional SERVPERF-based hotel service quality assessments often rely on questionnaires, which may lead to midpoint bias, limited engagement, and subjective interpretation. Therefore, online customer reviews offer an alternative data source for capturing authentic service experiences. Objective: This study aims to evaluate service quality in five-star hotels in Surabaya by integrating SERVPERF, Analytical Hierarchy Process (AHP), text mining, sentiment analysis, and the 2-tuple linguistic model. Methods: A total of 1,200 TripAdvisor reviews from five five-star hotels in Surabaya were collected and analyzed. Expert judgments were obtained through AHP to determine the weight of each SERVPERF dimension. Review texts were segmented, classified into SERVPERF dimensions using a Large Language Model, and analyzed using TextBlob sentiment polarity. The results were then integrated into the 2-tuple linguistic model. Results: Tangibles was the most frequently discussed and most positively perceived dimension in customer reviews. However, Reliability received the highest expert-based AHP weight and became the most influential dimension after weighted SERVPERF scoring, followed by Responsiveness, Assurance, Empathy, and Tangibles. Conclusion: The proposed hybrid model provides a more comprehensive and data-driven approach to hotel service quality assessment by combining authentic customer reviews with expert-based weighting. This method helps hotel managers identify priority areas for service improvement more objectively.
Pengaruh Customer Perceived Risk, Product Quality, dan Service Standard Terhadap Purchase Intention pada Kalangan Masyarakat Jepang di Surabaya Mellisa Setiabudi; Fabiola Leoparjo; Moses Soediro; Devina Irtanto
Jurnal Manajemen Perhotelan Vol. 10 No. 2 (2024): SEPTEMBER 2024
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.9744/jmp.10.2.123-132

Abstract

Tujuan dari penelitian ini adalah untuk menentukan pengaruh persepsi risiko konsumen, kualitas produk, dan standar layanan terhadap minat beli produk kuliner Jepang di Surabaya. Penelitian ini melibatkan semua orang Jepang yang tinggal di Surabaya dan pernah membeli makanan Jepang. Purposive sampling dipilih sebagai teknik pengambilan sampel. Penelitian ini mengumpulkan 156 orang, 130 di antaranya valid dan dapat digunakan untuk proses analisis data. Proses penjaringan data dilakukan dengan menggunakan instrumen kuesioner elektrik (google form) yang berisikan pernyataan dalam Bahasa Inggris dan Bahasa Jepang. Instrumen ini dipilih karena kemudahannya untuk dapat disebarkan dan menjaring data yang dibutuhkan. Sebanyak 13 indikator digunakan pada kuesioner dan diukur menggunakan skala likert. Jawaban responden yang masuk dianalisis dengan menggunakan program Windows SPSS 20. Hasil olah data menunjukkan bahwa persepsi risiko dan kualitas produk pelanggan tidak berpengaruh signifikan terhadap minat masyarakat Jepang di Surabaya untuk membeli makanan Jepang, sedangkan standar layanan berpengaruh signifikan terhadap minat beli makanan Jepang.
Co-Authors Adrie Oktavio Agustinus Nugroho Devina Irtanto Keisya Tifany Mellisa Setiabudi Moses Soediro