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pinaria, ni wayan chintia
Politeknik Pariwisata Bali
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Analisis Sentimen Ulasan Tamu Untuk Meningkatkan Hunian Kamar Boutique Hotel di Kuta Candra, Dewa Ayu Kirana Maya; Pitanatri, Putu Diah Sastri; Pinaria, Ni Wayan Chintia
Studi Ilmu Manajemen dan Organisasi Vol. 6 No. 2 (2025): Juli
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/simo.v6i2.4701

Abstract

Purpose: This study aims to analyze guest review sentiments of Fourteen Roses Boutique Hotel Kuta on the Booking.com platform, to identify aspects of hotel services that require improvement and can inform strategies to increase room occupancy rates. Methodology/approach: A quantitative approach is used, with data collected via web scraping from Booking.com. The review texts undergo preprocessing for cleaning and structuring, followed by sentiment classification using the Naïve Bayes algorithm and TF-IDF for feature extraction. Python is used for analysis, and the results are visualized using word clouds and sentiment distribution charts. Results/findings: The analysis reveals that 49.0% of the reviews express positive sentiment, highlighting appreciation for staff service, room comfort, facilities, and hotel location. Meanwhile, 21.0% show negative sentiment, mainly concerning breakfast quality, noise at night, and bathroom conditions. Additionally, 14.3% of the reviews are neutral, often using terms like “standard,” “ok,” or “normal,” indicating weakly held opinions. Despite data imbalance, the Naïve Bayes model achieved an accuracy of 78%. Conclutions: Overall guest perceptions are positive, but negative and neutral feedback still requires attention. The sentiment analysis results and word cloud visualizations serve as useful references for identifying areas needing service improvements to enhance occupancy rates. Limitations: The study focuses solely on Booking.com data. Future research should incorporate multiple platforms and explore more advanced classification techniques to better handle data imbalance. Contribution: This study provides insights into guest sentiment that can help hotel management design more targeted strategies to remain competitive in the hospitality industry.
Analisis Sentimen dalam Mengurangi Pembatalan Reservasi di The Westin Resort & Spa Ubud Puspaningrum, Ni Kadek Indah; Pitanatri, Putu Diah Sastri; Pinaria, Ni Wayan Chintia
Studi Ilmu Manajemen dan Organisasi Vol. 6 No. 2 (2025): Juli
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/simo.v6i2.4707

Abstract

Purpose: This study aimed to analyze guest sentiment from reviews on Booking.com to identify insights that may help reduce room reservation cancellations. Methodology/approach: A quantitative approach was used, with data collected through web scraping using Python from customer reviews on the Booking. com website. A total of 433 reviews were analyzed using the Naïve Bayes classification method for sentiment analysis. Results/findings: The analysis revealed that 362 reviews (83.6%) contained positive sentiments, indicating high guest satisfaction, particularly with staff service, room quality, and facilities such as the pool and breakfast. Meanwhile, 71 reviews (16.4%) expressed negative sentiments, mainly focusing on room quality and overall hotel experience. The Naïve Bayes model achieved a classification accuracy of 91%, with a high F1-score of 95% for positive sentiments but only 31% for negative sentiments, highlighting data imbalance. Based on these findings, hotel management is advised to pay more attention to key aspects such as “staff,” “room,” “pool,” and “breakfast” to enhance guest satisfaction and minimize reservation cancellations. Conclusion: Most reviews reflected positive sentiments, indicating a high level of satisfaction. However, negative reviews, although fewer, must be further evaluated to improve service quality, especially given the classification model’s lower performance on negative sentiments. Limitations: This study is limited to Booking.com reviews for The Westin Resort & Spa Ubud, based on 433 entries. Contribution: This study provides a sentiment analysis approach to help hotel management better understand customer feedback and develop strategies to reduce cancellation rates.
Penguatan Kelembagaan Kelompok Sadar Wisata Desa Wisata Keliki Kecamatan Tegallalang Kabupaten Gianyar Kalpikawati, Ida Ayu; Pinaria, Chintia; Sudiksa, I Nyoman
Jurnal Pengabdian Kepada Masyarakat Makardhi Vol. 4 No. 1 (2024): Jurnal Pengabdian Kepada Masyarakat MAKARDHI
Publisher : Pusat Penelitian dan Pengabdian Kepada Masyarakat Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/makardhi.v4i1.1339

Abstract

Keliki Village has been designated as a tourist village in 2020. As a relatively new tourist village, Keliki Tourism Village already has a tourism awareness group (Pokdarwis), but the tourism programme developed to optimise the village's potential has not been plemented. There are no documented activities in the tourism sector, even though in reality there are already several tourism businesses in Keliki Village, but they are still managed personally. This community service activity aims to provide institutional strengthening through increasing and developing the competence of Pokdarwis members in managing the Keliki Tourism Village. This service is carried out through the initial assessment stage, programme preparation, and service activities that involve the active participation of Pokdarwis members and the tourism community to formulate needs analyses and identify village potential. The number of service participants was 15, consisting of Pokdarwis members, the general public, and tourism actors in Keliki Village. The form of activity is socialisation, and the implementation date is June 15–16, 2023. The evaluation of this activity is carried out by distributing questionnaires to the participants. The results of the respondent's assessment obtained an average score of 3.80 with very good criteria, which means that the participants felt very satisfied with the activities carried out, and the participants strongly agreed that this activity could be continued again because they considered this activity to be very useful in helping Pokdarwis members develop tourism at Keliki Tourism Village.
Pemanfaatan Digital Marketing Dan Pengembangan SDM untuk Meningkatan Kualitas Pelayanan Akomodasi di Desa Wisata Taro Tegallalang Gianyar Bali Kalpikawati, Ida Ayu; Sulistyawati, Ni Luh Ketut Sri; Pinaria, Ni Wayan Chintia; Adinda, Clearesta; Suastini, Ni Made; Loananta, Cahyo Purnomo; Pratiwi, Kadek Andita Dwi; Jata, I Ketut
Jurnal Pengabdian Kepada Masyarakat Makardhi Vol. 4 No. 2 (2024): Jurnal Pengabdian Kepada Masyarakat MAKARDHI
Publisher : Pusat Penelitian dan Pengabdian Kepada Masyarakat Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/makardhi.v4i2.1588

Abstract

Taro Village is one of the leading tourist villages in Gianyar, Bali, offering natural and cultural potential that supports community welfare through tourism. By 2024, there has been a significant increase in the number of accommodations in Taro Village, which has created new challenges regarding digital marketing and meeting service standards in accommodation management. This Community Service Program aims to enhance the competence of accommodation managers in Taro Village through training on excellent service, accommodation standardization, and effective digital marketing. The program combines socialization and practical activities, focusing on improving accommodation visibility as well as implementing service standards and processes. The expected outcomes include enhanced competence of accommodation managers, a deeper understanding of digital marketing, and better service standard implementation, enabling Taro Village to compete as a premier tourist destination. The program was attended by 30 participants, including accommodation owners, members of Pokdarwis, and local residents involved in the tourism sector in Taro Village. The activities, consisting of socialization and practical sessions, were held on September 17-18, 2024. The evaluation was conducted by distributing questionnaires to participants to measure their satisfaction. The results showed that the average satisfaction score reached 3.8, which falls into the "very good" category, with most participants expressing a willingness to participate in similar activities in the future. Participants also requested more practical materials so they can directly learn and apply the skills taught, making the training more relevant to their field needs.  
Pengaruh Electronic Word of Mouth dan Influencer Marketing terhadap Keputusan Menginap di Adiwana Warnakali Resort Nusa Penida Negara, I Dewa Agung Anom Segening Putra; Sudiksa, I Nyoman; Pinaria, Ni Wayan Chintia
Journal of Hospitality Accommodation Management (JHAM) Vol. 3 No. 2 (2024): Journal of Hospitality Accommodation Management (JHAM)
Publisher : Program Studi Manajemen Divisi Kamar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jham.v3i2.1490

Abstract

The aim of this research is to analyze the influence of electronic word of mouth and influencer marketing on the decision to stay at Adiwana Warnakali Resort. The number of samples in this study was 100 respondents using the Slovin formula. Data collection was carried out by distributing questionnaires to guests who had stayed at Adiwana Warnakali Resort. The data analysis techniques used in this research are the classical assumption test, multiple linear regression analysis, t-test, F test, and coefficient of determination with data analysis tools using the SPSS version 26 program. The results of this research show that electronic word of mouth has a positive effect and significant to the decision to stay overnight partially with the Sig value. 0.000 < 0.05, influencer marketing has a positive and significant effect on the decision to stay overnight partially with a Sig value. 0.000 < 0.05 and electronic word of mouth and influencer marketing have a positive and significant effect on the decision to stay overnight simultaneously with a Sig value. 0.000 < 0.05. Based on the results of this research, the advice that can be given is that Adiwana Warnakali Resort is expected to be able to manage online reviews well by providing feedback or replying to consumer reviews and conducting research on new trends so that the content that will be uploaded by influencer marketing is interesting and increases the decision to stay overnight at Adiwana Warnakali Resort.
Co-Authors Adinda, Clearesta Andy Nudyanto Anggani, Mayang Fitri Artajaya, Made Astuti Pranadewi, Putu Mira Candra, Dewa Ayu Kirana Maya Citrawati, Luh Putu Dewi, A.A. Ayu Indah Kusuma Febrianto, I Gusti Agung I Gusti Agung Febrianto I Gusti Ngurah Agung Suprastayasa I Gusti Ngurah Agung Wiryanata I Ketut Surata I Putu Gde Sukaatmadja I Wayan Adi Pratama Jata, I Ketut Jata, I Wayan Juli Rastitiati, Ni Kade Kalpikawati, Ida Ayu Kusumarini, Indah Loananta, Cahyo Purnomo Loanata, Cahyo Mayang Fitri Anggani Negara, I Dewa Agung Anom Segening Putra Ni Desak Made Santi Diwyarthi Ni Kadek Vira Kumara Dewi Ni Luh Putu Agustina Darmayanti Ni Made Suastini, Ni Made Pratiwi, Kadek Andita Dwi Puspaningrum, Ni Kadek Indah Putu Yudi Setiawan Rumadana, I Made Sabudi, I Nyoman Sukana Santi Diwyarthi, Ni Desak Made Sastri Pitanatri, Putu Diah Sri Sadjuni, Ni Luh Gede Sudiksa, I Nyoman Sulistyawati, Ni Luh Ketut Sri Swandewi, Ni Kadek Usadi, Made Pradnyan Permana Wiartha, Nyoman Gede Mas