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All Journal Jurnal Manajemen Teknologi Journal of Business and Management The Indonesian Journal of Business Administration Jurnal Administrasi Kesehatan Indonesia The Asian Journal of Technology Management (AJTM) International Research Journal of Business Studies (E-Journal) International Journal of Supply Chain Management YUME : Journal of Management Jurnal Review Pendidikan dan Pengajaran (JRPP) Jutisi: Jurnal Ilmiah Teknik Informatika dan Sistem Informasi Journal Of World Science International Journal of Management, Entrepreneurship, Social Science and Humanities (IJMESH) Jurnal Bisnis Corporate Journal Integration of Social Studies and Business Development Conference Proceedings International Conference on Education Innovation and Social Science Journal of Indonesian Health Policy and Administration International Research Journal of Business Studies
Mursyid Hasan Basri
Universitas Bangka Belitung
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Public Health Social Sciences Transportation Other

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Journal : Jutisi: Jurnal Ilmiah Teknik Informatika dan Sistem Informasi

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Comparison of Naive Bayes and SVM Algorithms in Sentiment Analysis for the Optimization of Hotel Operational Services in Central Bangka Regency Guspian, Iza; Basri, Mursyid Hasan
Jutisi : Jurnal Ilmiah Teknik Informatika dan Sistem Informasi Vol 14, No 2: Agustus 2025
Publisher : STMIK Banjarbaru

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35889/jutisi.v14i2.3107

Abstract

Customer reviews significantly influence hotel reputation and service improvement, but the large volume and unstructured nature make manual analysis inefficient. This study compares Naive Bayes and Support Vector Machine (SVM) for sentiment classification of 898 Indonesian-language hotel reviews from two online travel agencies, aiming to support service optimization in Central Bangka Regency. Reviews were preprocessed through cleaning, case folding, tokenization, stopword removal, and stemming, then converted into TF-IDF vectors. Both models performed well: SVM achieved the highest accuracy, precision, and F1-score, while Naive Bayes had the highest recall. This indicates that Naive Bayes is better at detecting more positive reviews, whereas SVM provides more precise and balanced classifications. The findings confirm the applicability of classical machine learning for hotel sentiment analysis and offer a basis for implementing real-time review monitoring systems in the hospitality sector.Keywords: Sentiment Analysis; Naive Bayes; Support Vector Machine; Machine Learning; Hotel Customer ReviewsAbstrakUlasan pelanggan sangat memengaruhi reputasi hotel dan strategi peningkatan layanan, namun volume yang besar dan sifatnya yang tidak terstruktur membuat analisis manual menjadi tidak efisien. Penelitian ini membandingkan algoritma Naive Bayes dan Support Vector Machine (SVM) untuk klasifikasi sentimen dari 898 ulasan hotel berbahasa Indonesia yang dikumpulkan dari dua agen perjalanan daring, dengan tujuan mendukung optimasi layanan di Kabupaten Bangka Tengah. Ulasan diproses melalui tahap cleaning, case folding, tokenization, stopword removal, dan stemming, kemudian diubah menjadi vektor TF-IDF. Kedua model menunjukkan kinerja yang baik: SVM mencapai akurasi, presisi, dan F1-score tertinggi, sementara Naive Bayes memiliki recall tertinggi. Hasil ini menunjukkan bahwa Naive Bayes lebih baik dalam mendeteksi ulasan positif, sedangkan SVM memberikan klasifikasi yang lebih presisi dan seimbang. Temuan ini menegaskan penerapan algoritma machine learning klasik untuk analisis sentimen hotel dan menjadi dasar pengembangan sistem pemantauan ulasan secara real-time di sektor perhotelan. 
Co-Authors Adhiutama, Akbar Adhiutama, Akbar Afrianda, Arif Andri Bagus Nugraha, Andri Bagus Audi Hakim, Audi Azharudin, Moh. Aldi Belgiawan, Prawira Fajarindra Dermawan Wibisono Dicky Mardiana Eko Nugroho, Andy EVELYN EVELYN Farmaciawaty, Desy Anisya Farmaciawaty, Desy Anisya Farmaciawaty, Desy Anisya Farmaciawaty, Desy Anisya Fransisca Budyanto Widjaja, Fransisca Budyanto Gatot Yudoko Gatot Yudoko Giusti Reza Gumilang Gunawan, Vebiola Guspian, Iza Hafnika, Fina Harry Suryowidagdo Hotmida, Qiraina Febe Hutagaol, Jesica Imelda Febrina, Imelda Irham, Asep Iwan Sulistyo Johan Kurnia Krisna Putra Kurniawan, Muslim El Hakim Kurniawan, Muslim El Hakim Muhammad Abirafdi Muhammad agung Muhammad Rafi Fathurahman Muslim El Hakim Kurniawan Mustain, Khabib Nauzie Novryadin Prameswari, Santika Rachmanda, Reza Rachmania, Ilma Nurul Rachmania, Ilma Nurul Rachmania, Ilma Nurul Rahmah, Rizki Amalia Rahmat Mulyanto Reno Renaldi Tibyan Resandono, Debraldi Riarni Adina Ardanareswari Saputra, Darman Sari, Alivia Nurlita Syifa, Naufal Dhamiri Togar M Simatupang Utama, Akbar Adhi Utama, Akbar Adhi Widjaja, Fransisca Budyanto Widjaja, Fransisca Budyanto