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Big Data-based Sentiment Analysis on TripAdvisor Reviews Using Naïve Bayes Classification: A Case Study on Luxury Resort in Bali Duta, Putu Krisna Arya; Pitanatri, Putu Diah Sastri; Loanata, Cahyo Purnomo
Media Wisata Vol. 23 No. 1 (2025): Media Wisata
Publisher : Sekolah Tinggi Pariwisata AMPTA Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36276/mws.v23i1.864

This research aims to analyze the sentiment of tourist reviews on the TripAdvisor platform towards a luxury resort in Bali by utilizing the Naïve Bayes classification method. The review data is analyzed to identify positive, negative, and neutral sentiments. Three variants of Naïve Bayes algorithm (GaussianNB, MultinomialNB, and BernoulliNB) were implemented and evaluated for performance. The results showed that the GaussianNB model provided the highest classification accuracy of 0.89. Further analysis revealed that the model effectively identified positive sentiments, but had challenges in classifying negative and neutral sentiments. Word cloud visualization confirmed the focus of positive reviews on aspects of accommodation, service and facilities, which can serve as a reference for the hospitality industry. This study concludes that big data-based sentiment analysis is an important tool for understanding customer perceptions, noting the need for further model development to improve the identification of minority sentiments.

Workforce woman empowerment: Transforming challenges into opportunities in Karma Royal Bali as a timeshare hotel Priliani, Ni Luh Dita; Kartini, Luh Putu; Adyatma, Prastha; Pitanatri, Putu Diah Sastri; Pitanatri, Made Uttari
Bahasa Indonesia Vol 5 No 1 (2025): APRIL 2025
Publisher : School of Tourism, Universitas Ciputra Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37715/jtce.v5i1.5167

This study identifies strategies to enhance women's empowerment in the workplace at Karma Royal Bali and examines how these efforts contribute to guest satisfaction within the timeshare hotel system. The research focuses on three properties: Karma Royal Candidasa, Karma Royal Jimbaran, and Karma Royal Sanur. This study used a qualitative methodology through in-depth interviews with women leaders and workers; the study explores themes of gender bias, work-life balance, and career development barriers. Findings highlight effective techniques these women implement to overcome challenges, including training programs, mentorship, and supportive workplace policies, ensuring high service quality and improving guest experiences. Therefore, this study implies that women's empowerment is vital in providing guest satisfaction.

Analyzing TripAdvisor reviews to improve service quality at Courtyard Marriott Bali Nusa Dua Resort Vijaya, Bagaskara; Pitanatri, Putu Diah Sastri; Pratiwi, Kadek Andita Dwi
Annals of Management and Organization Research Vol. 7 No. 1 (2025): August
Publisher : goodwood publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/amor.v7i1.2857

Purpose: This study aims to explore trends in guest satisfaction at the Courtyard by Marriott Bali Nusa Dua Resort by analyzing online reviews from TripAdvisor, with the objective of enhancing service quality. Methods: The research follows a systematic methodology that begins with scraping guest reviews from TripAdvisor, ensuring the collection of relevant data. Subsequently, a thorough data cleaning and preprocessing process is undertaken to guarantee high-quality data. The study then utilizes time series analysis, specifically the ARIMA model, to analyze the evolving patterns of guest satisfaction over time. Results/findings: The findings show that the majority of guest feedback is positive, indicating general satisfaction with the hotel. The ARIMA model reveals that guest satisfaction is highly influenced by previous satisfaction levels, suggesting a trend where past experiences strongly impact future perceptions. Conclusions: These results provide valuable insights into the key drivers of guest satisfaction, offering actionable recommendations for hotel management. By understanding the dynamic factors that influence guest experiences, management can improve service quality, respond more effectively to unexpected situations, and remain competitive in the market. Limitations: The ARIMA model does not account for external factors, such as holiday seasons or marketing changes, nor does it analyze the specific content of reviews or differentiate between guest segments. Additionally, comparisons with competitors can provide a broader strategic context for a more comprehensive understanding. Contribution: The combination of sentiment analysis and time series forecasting in this study offers a unique contribution, enabling data-driven decisions that support continuous service improvement and customer satisfaction.

The role of seasonal trends in shaping tourist preferences for luxury resort: Big data approach Pamungkas, Luh Made Gunapria Hindu Rajeswari; Pitanatri, Putu Diah Sastri; Adinda, Clearesta
Journal of Sustainable Tourism and Entrepreneurship Vol. 7 No. 1 (2025): September
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/joste.v7i1.2927

Purpose: This study aims to examine seasonal patterns in tourist preferences for luxury resort stays in Bali, with a focus on how cultural backgrounds influence accommodation choices. The goal is to help resorts better understand guest behavior and optimize occupancy strategies. Methodology/approach: The research analyzes monthly online review data from Tripadvisor for Bvlgari Resort Bali, a prominent luxury hotel. A time-series analysis using the ARIMA (Autoregressive Integrated Moving Average) model is applied to forecast occupancy trends. Prior to modeling, the data is tested for stationarity. In addition to forecasting, the study explores guest preferences by analyzing cultural characteristics inferred from reviews, categorizing them into collectivist and individualist orientations. Results/findings: Findings reveal that occupancy trends do not strictly align with the hotel’s predefined seasonal categories. Instead, they are shaped by global travel trends and cultural factors. Guests from collectivist cultures tend to prefer facilities that support group interaction and shared experiences, while those from individualist cultures prioritize privacy, exclusivity, and personalized services. The ARIMA model delivers accurate forecasting results, helping to predict future occupancy rates effectively. Conclusion: IoT integration enhances the reliability of hospital-based PV systems. Tourist behavior is not solely dictated by conventional seasons but also by cultural expectations and travel motivations. Leveraging these insights allows hotels to better align operations, marketing, and pricing strategies with actual guest preferences. Limitations: The study is limited to a single resort and uses data from one online review platform, which may not fully capture the diversity of all guests. Contribution: This study contributes to tourism analytics, cross-cultural marketing, and hotel management by offering data-driven strategies to enhance occupancy performance.

Analyzing TripAdvisor reviews to improve service quality at Courtyard Marriott Bali Nusa Dua Resort Vijaya, Bagaskara; Pitanatri, Putu Diah Sastri; Pratiwi, Kadek Andita Dwi
Annals of Management and Organization Research Vol. 7 No. 1 (2025): August
Publisher : goodwood publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/amor.v7i1.2857

Purpose: This study aims to explore trends in guest satisfaction at the Courtyard by Marriott Bali Nusa Dua Resort by analyzing online reviews from TripAdvisor, with the objective of enhancing service quality. Methods: The research follows a systematic methodology that begins with scraping guest reviews from TripAdvisor, ensuring the collection of relevant data. Subsequently, a thorough data cleaning and preprocessing process is undertaken to guarantee high-quality data. The study then utilizes time series analysis, specifically the ARIMA model, to analyze the evolving patterns of guest satisfaction over time. Results/findings: The findings show that the majority of guest feedback is positive, indicating general satisfaction with the hotel. The ARIMA model reveals that guest satisfaction is highly influenced by previous satisfaction levels, suggesting a trend where past experiences strongly impact future perceptions. Conclusions: These results provide valuable insights into the key drivers of guest satisfaction, offering actionable recommendations for hotel management. By understanding the dynamic factors that influence guest experiences, management can improve service quality, respond more effectively to unexpected situations, and remain competitive in the market. Limitations: The ARIMA model does not account for external factors, such as holiday seasons or marketing changes, nor does it analyze the specific content of reviews or differentiate between guest segments. Additionally, comparisons with competitors can provide a broader strategic context for a more comprehensive understanding. Contribution: The combination of sentiment analysis and time series forecasting in this study offers a unique contribution, enabling data-driven decisions that support continuous service improvement and customer satisfaction.

Pengaruh Kualitas Website Dan Promosi Melalui Sosial Media Instagram Terhadap Minat Beli Wisatawan Domestik Di The Westin Resort & Spa Ubud, Bali Pande Putu, Dina Maharani; Pitanatri, Putu Diah Sastri; Clearesta Adinda
Journal of Hotel Management Vol. 2 No. 1 (2024): Journal of Hotel Management
Publisher : Program Studi Administrasi Perhotelan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jhm.v2i1.1594

Purchase interest is a stage of tourist interest in a particular product or service that arisesfrom awareness and perception. Consumer buying interest will arise when consumers getinformation that can convince consumers about the products or services offered. Purchaseinterest is influenced by website quality and promotion. Promotion requires media indisseminating information. Promotional media that is easily accessible and can be tailored tothe needs of tourists is social media. The social media used is Instagram. This type of researchis quantitative, with the population being domestic tourists who have visited the website andInstagram of The Westin Resort & Spa Ubud, Bali in 2023. The data analysis techniques usedin this study are Multiple Linear Regression, t test, f test and Coefficient of Determination.

Guest Sentiment Analysis Based on Online Reviews to Optimize Guest Satisfaction at Hotel X I Dewa Gde Tri Jaya Cahyadi; Putu Diah Sastri Pitanatri; Prastha Adyatma
Brilliant International Journal Of Management And Tourism Vol. 5 No. 2 (2025): : Brilliant International Journal Of Management And Tourism
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/bijmt.v5i2.4442

Tourism has become one of the largest and fastest-growing industries globally. Advances in technology and communication have brought significant changes in various aspects, especially in the hospitality industry. Using a dataset from November 2024 to January 2025, this sentiment analysis was conducted using the Naive Bayes classification method (Gaussian, Multinomial, and Bernoulli). The results show that 72.99% of reviews are positive, while 19.08% are negative and 7.93% are neutral. The Naive Bayes model demonstrates high accuracy in classifying positive sentiment but exhibits differences in classification accuracy for the negative and neutral categories due to class imbalance. Occupancy data reveals a peak in 2023 and a significant decline in 2024. This study reveals the importance of ongoing sentiment analysis to establish management strategies, address service gaps, and improve guest satisfaction, which aims to improve guest satisfaction in the competitive hospitality market.

The role of seasonal trends in shaping tourist preferences for luxury resort: Big data approach Pamungkas, Luh Made Gunapria Hindu Rajeswari; Pitanatri, Putu Diah Sastri; Adinda, Clearesta
Journal of Sustainable Tourism and Entrepreneurship Vol. 7 No. 1 (2025): September
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/joste.v7i1.2927

Purpose: This study aims to examine seasonal patterns in tourist preferences for luxury resort stays in Bali, with a focus on how cultural backgrounds influence accommodation choices. The goal is to help resorts better understand guest behavior and optimize occupancy strategies. Methodology/approach: The research analyzes monthly online review data from Tripadvisor for Bvlgari Resort Bali, a prominent luxury hotel. A time-series analysis using the ARIMA (Autoregressive Integrated Moving Average) model is applied to forecast occupancy trends. Prior to modeling, the data is tested for stationarity. In addition to forecasting, the study explores guest preferences by analyzing cultural characteristics inferred from reviews, categorizing them into collectivist and individualist orientations. Results/findings: Findings reveal that occupancy trends do not strictly align with the hotel’s predefined seasonal categories. Instead, they are shaped by global travel trends and cultural factors. Guests from collectivist cultures tend to prefer facilities that support group interaction and shared experiences, while those from individualist cultures prioritize privacy, exclusivity, and personalized services. The ARIMA model delivers accurate forecasting results, helping to predict future occupancy rates effectively. Conclusion: IoT integration enhances the reliability of hospital-based PV systems. Tourist behavior is not solely dictated by conventional seasons but also by cultural expectations and travel motivations. Leveraging these insights allows hotels to better align operations, marketing, and pricing strategies with actual guest preferences. Limitations: The study is limited to a single resort and uses data from one online review platform, which may not fully capture the diversity of all guests. Contribution: This study contributes to tourism analytics, cross-cultural marketing, and hotel management by offering data-driven strategies to enhance occupancy performance.

Persuasi Instagram Terhadap Brand Awareness Terhadap Pangsa Pasar Millennial di Intercontinental Bali Resort Putu Bella Ayu Virdani; Putu Diah Sastri Pitanatri; Dewa Ketut Sujatha
Pusaka : Journal of Tourism, Hospitality, Travel and Business Event Vol. 2, No 2 August (2020)
Publisher : Politeknik Pariwisata Makassar, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33649/pusaka.v2i2.23

Social media merupakan salah satu media yang digunakan pihak hotel untuk memasarkan fasilitas dan produknya. Mengikuti tren tersebut, InterContinental Bali Resort menggunakan social media Instagram sebagai salah satu media untuk menjaga dan mengenalkan brand InterContinental Bali Resort. Dilihat dari data yang ingin dicapai pada tahun 2018 masih belum mencapai target, tetapi pengikut Instagram InterContinental Bali Resort dapat dikatakan sudah banyak jika dibandingkan pengikut dengan respon di Instagram masih sangat minim. Oleh karena itu, untuk mengetahui posisi brand awareness InterContinental Bali Resort diperlukan strategi social media khusus pada Instagramnya. Penelitian ini bertujuan untuk mengetahui posisi brand awareness melalui social media Instagram, sehingga dapat mengetahui strategi lanjutan apa yang cocok untuk diterapkan. Penelitian ini dilakukan dengan mengolah data 100 kuesioner dengan 4 indikator brand awareness. Responden kuesioner ini adalah generasi millennial pengguna aktif Instagram. Hasil kuesioner dianalisis dengan tingkatan untuk mengetahui posisi brand dan menentukan strategi lanjutannya. Hasil penelitian ini menunjukkan bahwa posisi brand awareness terhadap Instagram InterContinental Bali Resort terletak pada brand recall yang berarti Instagram InterContinental Bali Resort sudah dikenal tanpa harus mengingatkan kembali akan brand tersebut. Untuk meningkatkan posisi ke “top of mind” diperlukan beberapa strategi lanjutan seperti menjalin komunikasi, membuat kontenkonten yang lebih kreatif dan mengatur waktu postingan yang disesuaikan dengan target market sehingga melalui Instagram InterContinental Bali Resort, produk

Efektivitas Penerapan E-commerce Melalui Website Dalam Meningkatkan Tingkat Hunian Kamar di Ayodya Resort Bali Ni Komang Thessy Aprelia Arijesni; Putu Diah Sastri Pitanatri
Pusaka : Journal of Tourism, Hospitality, Travel and Business Event Vol. 3, No 1 February (2021)
Publisher : Politeknik Pariwisata Makassar, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33649/pusaka.v3i1.69

Pada era revolusi industri 4.0 kemajuan teknologi informasi dan internet memicu perkembangan pada kegiatan penjualan melalui media internet (E-commerce ). Penelitian ini bertujuan untuk mengetahui efektivitas penerapan E-commerce dalam meningkatkan tingkat hunian kamar di Ayodya Resort Bali, khususnya melalui website hotel dan untuk mengetahui persepsi tamu mengenai E-commerce website Ayodya Resort Bali. Pada tahun 2018, penjualan kamar melalui E-commerce website hanya mencapai target pada bulan Mei saja. Tidak tercapainya target penjualan kamar mempengaruhi tingkat hunian kamar pada periode tertentu. Penelitian ini dilakukan dengan teknik pengumpulan data studi dokumentasi, kuesioner dan wawancara dengan menggunakan metode sampel yang digunakan adalah metode purposive sampling. Jumlah sampel diperoleh dengan menggunakan rumus slovin sebanyak 88 responden. Selanjutnya, untuk tahapan analisis dengan teknik deskriptif kuantitatif, dikaji berdasarkan (1) perbandingan antara target dan realisasi penjualan kamar melalui E-commerce website (2) persepsi tamu terhadap kualitas E-commerce website Ayodya Resort Bali. Hasil dari penelitian yang pertama menyatakan perbandingan target dan realisasi penjualan kamar melalui E-commerce website pada tahun 2016-2018 sebesar 82,1% yang artinya efektif dalam meningkatkan tingkat hunian kamar di Ayodya Resort Bali. Hasil penelitian persepsi tamu mengenai Ecommerce website mendapatkan nilai rata-rata keseluruhan sebesar 4,22 yang artinya sangat setuju dengan performance Ecommerce website Ayodya Resort Bali.

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