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All Journal MANAJEMEN HUTAN TROPIKA Journal of Tropical Forest Management Sodality: Jurnal Sosiologi Pedesaan MANAJEMEN IKM: Jurnal Manajemen Pengembangan Industri Kecil Menengah Jurnal Ilmu dan Teknologi Kelautan Tropis IJCCS (Indonesian Journal of Computing and Cybernetics Systems) Jurnal Ilmu Sosial dan Humaniora Jurnal Kawistara : Jurnal Ilmiah Sosial dan Humaniora Journal of Indonesian Tourism and Development Studies JURNAL ELEKTRO Jurnal Kebijakan dan Administrasi Publik AdBispreneur PAX HUMANA ARISTO JURNAL MEDIA INFORMATIKA BUDIDARMA Jurnal Komunikasi Kritis Humaniora MUWAZAH: Jurnal Kajian Gender Cakrawala Jurnal Penelitian Sosial Building of Informatics, Technology and Science Jurnal Mantik Journal of Information Systems and Informatics Jurnal Studi Sosial dan Politik Jurnal Teknik Informatika C.I.T. Medicom JOURNAL OF INFORMATION SYSTEM RESEARCH (JOSH) Journal of Computer System and Informatics (JoSYC) EKONOMI, KEUANGAN, INVESTASI DAN SYARIAH (EKUITAS) Jurnal Sistem Komputer dan Informatika (JSON) JOURNAL OF BUSINESS AND ECONOMICS RESEARCH (JBE) Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Cita Ekonomika: Jurnal Ilmu Ekonomi ARBITRASE: JOURNAL OF ECONOMICS AND ACCOUNTING International Journal on Social Science, Economics and Art KLIK: Kajian Ilmiah Informatika dan Komputer International Journal of Basic and Applied Science Indonesian Journal of Tourism and Leisure Jurnal InterAct Jurnal Sosiologi Engagement: Jurnal Pengabdian Kepada Masyarakat JKAP (Jurnal Kebijakan dan Administrasi Publik) Jurnal Kawistara
Yerik Afrianto Singgalen
Universitas Katolik Indonesia Atma Jaya
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Physics Public Health Social Sciences Other

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Journal : Journal of Computer System and Informatics (JoSYC)

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Utilizing Knowledge Discovery in Databases (KDD) for Hotel Guest Feedback Analysis Singgalen, Yerik Afrianto
Journal of Computer System and Informatics (JoSYC) Vol 6 No 1 (2024): November 2024
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/josyc.v6i1.6094

Abstract

This research explores the application of Knowledge Discovery in Databases (KDD) to analyze hotel guest feedback and improve service quality at Bintang Flores Hotel in Labuan Bajo. Utilizing KDD methodologies, the study processed 589 guest reviews to identify key factors influencing customer satisfaction, including cleanliness (1.00), location (0.82), and staff service (0.71). The analysis also highlighted issues such as limited breakfast variety (0.59) and inconsistent Wi-Fi connectivity (0.41) as recurring concerns, especially for long-term guests and business travelers. The data revealed that guests staying in the Deluxe Double or Twin Room frequently rated their experience as "Excellent" or "Very Good," with couples and families expressing high satisfaction levels. In contrast, suite categories received fewer and more varied ratings, signaling areas for targeted improvement. Through KDD, the study effectively combined structured numerical ratings and unstructured written feedback to pinpoint areas needing operational enhancement. Addressing challenges related to service consistency during peak periods, infrastructure maintenance, and food variety is essential for boosting guest satisfaction. The findings support implementing targeted strategies to ensure that Bintang Flores Hotel maintains a competitive edge and meets evolving customer expectations in the hospitality market.
IndoBERT-Based Sentiment Analysis for Understanding Hotel Guests’ Preferences Singgalen, Yerik Afrianto
Journal of Computer System and Informatics (JoSYC) Vol 6 No 2 (2025): February 2025
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/josyc.v6i2.6864

Abstract

The rapid growth of the hospitality industry and the increasing reliance on online reviews emphasize the need for advanced sentiment analysis tools to understand customer preferences effectively. This study explores the application of IndoBERT, a pre-trained language model tailored for the Indonesian language, in classifying sentiments from hotel guest reviews. Utilizing a dataset of 715 reviews, the study employed the Knowledge Discovery in Databases (KDD) framework for systematic data preprocessing, feature extraction, and machine learning analysis. IndoBERT demonstrated exceptional performance, achieving perfect precision, recall, and F1-scores of 1.00 for both positive (657 reviews) and negative (53 reviews) sentiment classes. The ROC curve analysis also yielded a mean AUC score of 0.86, validating the model's robustness and reliability. The results highlight IndoBERT's capability to accurately capture linguistic nuances and contextual meaning, offering actionable insights into factors influencing guest satisfaction, such as cleanliness, staff behavior, and service quality. This research contributes to advancing natural language processing applications in regional contexts and provides practical implications for enhancing service strategies in the hospitality sector. Future research should expand the model's application to other industries and explore multimodal approaches for a more comprehensive understanding of customer behavior.
Improved Sentiment Classification Using Multilingual BERT with Enhanced Performance Evaluation for Hotel Guest Review Analysis Singgalen, Yerik Afrianto
Journal of Computer System and Informatics (JoSYC) Vol 6 No 2 (2025): February 2025
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/josyc.v6i2.6870

Abstract

Sentiment analysis in hotel guest reviews has become essential for evaluating customer satisfaction and service quality. This study improves sentiment classification accuracy by utilizing the Multilingual BERT model with an improved performance evaluation framework. Using the Knowledge Discovery in Databases (KDD) methodology, this research involves data selection, preprocessing, transformation, sentiment classification, and performance evaluation. A dataset of 715 hotel reviews from Qubika Boutique Hotel, sourced from Agoda, was used to assess the model's effectiveness. The classification results showed high accuracy in identifying positive sentiment, with 98% precision, 97% memory, and 98% F1 score, as observed in 432 correctly classified reviews. However, challenges were identified in the classification of neutral sentiment, which achieved a precision of 87% with 127 correctly classified cases, and negative sentiment, where the accuracy was 92%, with 104 correctly identified reviews. The overlap in confidence scores, especially in the range of 0.4-0.6 between neutral and negative sentiment, highlights the need for improved contextual embedding and hybrid modeling techniques. The sentiment distribution analysis revealed that 60-70% of reviews were positive, 20-30% neutral, and 10-15% indicated dissatisfaction, underscoring the need for targeted service improvement. These findings provide valuable insights for data-driven decision-making in hospitality management, enabling businesses to strengthen service power and address critical areas of concern. Future research should focus on refining model interpretability, expanding multilingual datasets, and integrating real-time sentiment analysis to improve classification performance. Strengthening these aspects will contribute to a more robust and scalable sentiment analysis framework, ensuring greater precision in capturing the guest experience and optimizing service strategies in the hospitality industry.
Co-Authors A.Y. Agung Nugroho Abigail Rosandrine Kayla Putri Rahadi Agnes Harnadi Agnes Harnadi Agung Mulyadi Purba Alfonso Harrison Aloisius Gita Nathaniel Aprius Sutresno, Stephen Astuti Kusumawicitra Astuti Kusumawicitra Laturiuw Astuti Kusumawicitra Laturiuw Bernardus Alvin Rig Bernardus Alvin Rig Biafra Daffa Farabi Biafra Daffa Farabi Billy Macarius Sidhunata Brito, Manuel Charitas Fibriani Christanto, Henoch Juli Christine Dewi Danny Manongga Dasra, Muhamad Nur Agus Eko Sediyono Eko Widodo Elfin Saputra Elfin Saputra Elly Esra Kudubun Eugenius Kau Suni Fang, Liem Shiao Faskalis Halomoan Lichkman Manurung Gatot Sasongko Gilberto Dennis G E Sidabutar Gintu, Agung Rimayanto Gudiato, Candra Henoch Juli Christanto Henoch Juli Christanto Henoch Juli Christanto Heru Prasadja Hindriyanto Dwi Purnomo Hironimus Cornelius Royke Irene Sonbay Irwan Sembiring Jesslyn Alvina Seah Jonathan Tristan Santoso Juli Christanto, Henoch Kartikawangi, Dorien Kusumawicitra, Astuti Manuel Brito Marthen Timisela Mavish, Steven Michael Kenang Gabbatha Nantingkaseh, Alfonso Harrison Nicolas Arya Nanda Susilo Nugroho, A. Y. Agung Octa Hutapea Octa Hutapea Pamerdi Giri Wiloso Pamerdi Giri Wiloso Pamerdi Giri Wiloso, Pamerdi Giri Pedro Manuel Lamberto Buu Sada Pinia, Nyoman Agus Perdanaputra Pontolawokang, Theresya Ellen Pristiana Widyastuti Pristiana Widyastuti Purwoko, Agus Puspitarini, Titis Radyan Rahmananta Radyan Rahmananta Rafael Christian Rahadi, Abigail Rosandrine Kayla Putri Rahmadini, Asyifa Catur Richard Emmanuel Adrian Sinaga Rosdiana Sijabat Ruben William Setiawan Samuel Piolo Seingo, Martha Maraka Setiawan, Ruben William Siemens Benyamin Tjhang Sri Yulianto Joko Prasetyo Stephen Aprius Sutresno SUHARSONO Suharsono Tabuni, Gasper Tharsini, Priya Titi Susilowati Prabawa Titis Puspitarini Widodo, Eko Winayu, Birgitta Narindri Rara Yan Dirk Wabiser Yoel Kristian Zsarin Astri Puji Insani