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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 SALURAN DISTRIBUSI ONLINE TRAVEL AGENT (OTA) TERHADAP REVPAR DI GOLDEN TULIP JINENG RESORT BALI Maheswari, Made Rara Purwani; Wiartha, Nyoman Gede Mas; Pratiwi, Kadek Andita Dwi
Indo-Fintech Intellectuals: Journal of Economics and Business Vol. 5 No. 3 (2025): Indo-Fintech Intellectuals: Journal of Economics and Business (2025)
Publisher : Lembaga Intelektual Muda (LIM) Maluku

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54373/ifijeb.v5i3.4147

Perkembangan teknologi digital telah mengubah industri perhotelan, khususnya dalam strategi distribusi kamar. Online Travel Agent (OTA) jadi salah satu saluran utama yang memengaruhi jangkauan pasar dan kinerja pendapatan hotel. Penelitian ini bertujuan untuk menganalisis pengaruh saluran distribusi OTA ke Revenue per Available Room (RevPAR) di Golden Tulip Jineng Resort Bali. Penelitian kuantitatif deskriptif dengan menggunakan analisis regresi linier dasar adalah metodologi yang digunakan terhadap data sekunder penjualan kamar dan RevPAR periode 2022–2024, serta wawancara tidak terstruktur dengan manajemen hotel. Nilai signifikansi dalam data menunjukkan bahwa OTA secara signifikan dan menguntungkan mempengaruhi RevPAR di bawah 0,05. Meskipun penjualan melalui OTA mengalami penurunan, RevPAR tetap meningkat, yang mengindikasikan kontribusi saluran distribusi lain dan strategi manajemen pendapatan. Temuan ini menegaskan peran strategis OTA dalam kinerja hotel, sekaligus pentingnya integrasi berbagai saluran distribusi untuk mengoptimalkan pendapatan dan daya saing.

PENGARUH GAYA KEPEMIMPINAN TERHADAP KINERJA KARYAWAN DI HOTEL CANGGU DREAM VILLAGE Manika Dewi, Anak Agung Candra; Sihombing, Irene Hanna H.; Pratiwi, Kadek Andita Dwi
JURNAL BISNIS HOSPITALITI Vol 12 No 2 (2023): Jurnal Bisnis Hospitaliti
Publisher : Pusat Penelitian & Pengabdian kepada Masyarakat, Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jbh.v12i2.1185

The importance of the existence of human resources in the development of tourism services Business, as can be seen from the ability of a company to develop, is very dependent on the ability of employees to carry out work tasks that are directed to the development of the company. The purpose of this study was to analyze the effect of leadership style on employee performance at Canggu Dream Village Hotel. The number of samples used was 45, using the saturated sample method. Data collection using Likert scale questionnaire Data analysis techniques using simple linear regression analysis Hypothesis testing is done using the t-test. The results showed that the democratic leadership style variable was 6.626 compared to the t table, namely 1.6, which means rejecting H0 or H1 was accepted because t-count> t-table = 6.626> 1.6, meaning that democratic leadership style has a significant positive effect on employee performance at the Canggu Dream Village Hotel. Thus, it can be interpreted that the better the application of democratic leadership style, the higher employee performance. The magnitude of the influence of democratic leadership style on employee performance is 49.4%. It is expected that leaders provide time or opportunities for subordinates to convey input.

THE INFLUENCE OF SOCIAL MEDIA INSTAGRAM ON ROOM PURCHASE DECISION AT FAIRFIELD BY MARRIOTT BALI LEGIAN Sari, Ni Made Asih Nirmala; Sadjuni, Ni Luh Gde Sri; Pratiwi, Kadek Andita Dwi
JURNAL BISNIS HOSPITALITI Vol 12 No 2 (2023): Jurnal Bisnis Hospitaliti
Publisher : Pusat Penelitian & Pengabdian kepada Masyarakat, Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jbh.v12i2.1218

Fluctuations in occupancy rates is influenced by guests' purchasing decisions, one of factors can affect purchasing decisions is marketing, particularly via social media promotions. Instagram is a key platform, trended for wide-reaching promotions, notably impacting room bookings. This study aims to analyze the impact of Instagram social media on room purchasing decisions at the Fairfield by Marriott Bali Legian. The research employs a quantitative approach with a purposive sampling method with 100 surveyed guests who already stayed and followed the hotel on Instagram answered a 25-statement questionnaire. Data analysis is using SPSS for Windows Version 26. The research results indicate that Instagram social media (X) significantly influences room purchasing decisions (Y) at the Fairfield by Marriott Bali Legian, as evidenced by the significance value of 0.000 < 0.05 and a calculated tvalue > ttable of 10.027 > 1.984. The coefficient of determination analysis shows that Instagram social media has a moderate effect, accounting for 50.6% of the purchasing decisions, while the remaining 49.4% are influenced by other factors beyond the scope of this study. The overall value for the Instagram social media is 4.53, and for the purchasing decision, it's 4.54, both falling under the "very good" or "strongly agree" category.

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

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.

Eksplorasi Preferensi Wisatawan Domestik Menggunakan Analisis Sentimen pada Hotel Luxury di Bali Ni Putu Erika Dita Amarawati; Putu Diah Sastri Pitanatri; Kadek Andita Dwi Pratiwi
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.v6i2.4702

Purpose: Competition in Bali’s hospitality industry is intensifying due to the growing number of star-rated hotels and available room capacity. This trend is driven by globalization, digital advancements, and changing consumer demands for service quality. This study aims to analyze domestic tourists’ preferences through sentiment analysis of online reviews to help optimize room occupancy rates. Methodology/approach: Using a text mining approach with the Naïve Bayes algorithm, this study analyzes 429 Tripadvisor reviews of The St. Regis Bali Resort. Data was collected via web scraping using Python, covering reviews from the past five years to reflect current guest preferences. Results/findings: The results show that 80.19% of the reviews express positive sentiment, indicating high satisfaction with service quality, staff professionalism, room comfort, and a strong brand image. The Naïve Bayes classifier achieved an accuracy of 83.72%, performing well in identifying positive sentiment, though less effective for neutral and negative reviews due to class imbalance. Conclusion: Sentiment analysis using Naïve Bayes effectively captures positive guest sentiment, though further refinement is needed for neutral and negative classifications. These insights support more precise service improvements and marketing strategies to boost loyalty and occupancy. Limitations: This study is limited to Tripadvisor reviews of a single luxury hotel in Bali, which may affect the generalizability of the findings. Contribution: The study highlights the strategic value of guest reviews in informing hotel decision-making, helping to tailor services and promotions to meet domestic tourists’ preferences more effectively.

Analyzing TripAdvisor reviews to improve service quality at Courtyard Marriott Bali Nusa Dua Resort Bagaskara Vijaya; Putu Diah Sastri Pitanatri; Kadek Andita Dwi Pratiwi
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 Effect of Work Discipline on Employee Performance at Sadara Resort Ni Komang Yuni Pratiwi; Nyoman Gede Mas Wiartha; Kadek Andita Dwi Pratiwi; Ni Desak Made Santi Diwyarthi
West Science Interdisciplinary Studies Vol. 4 No. 07 (2026): West Science Interdisciplinary Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsis.v4i07.2958

The hospitality industry relies heavily on the quality of its human resources to deliver excellent service and maintain customer satisfaction. Employee performance is one of the primary determinants of organizational success, while work discipline serves as a fundamental factor influencing employees' ability to perform effectively. This study aims to analyze the effect of work discipline on employee performance at Sadara Resort. A quantitative research approach was employed using a simple linear regression model. Data were collected from 84 employees representing eleven operational departments through structured questionnaires. Prior to hypothesis testing, the research instruments were examined using validity and reliability tests. The findings indicate that all questionnaire items were valid, with correlation coefficients ranging from 0.816 to 0.913, while both variables demonstrated excellent reliability with Cronbach's Alpha values of 0.947. Descriptive analysis revealed that work discipline achieved a mean score of 3.74 and employee performance obtained a mean score of 3.50, both categorized as good. The hypothesis testing results showed that work discipline has a positive and statistically significant effect on employee performance (t = 13.152; p < 0.001). Furthermore, the coefficient of determination (R² = 0.678) indicates that work discipline explains 67.8% of the variation in employee performance, while the remaining 32.2% is influenced by other variables not examined in this study. The findings support Goal Setting Theory, suggesting that employees who consistently comply with organizational rules, demonstrate responsibility, and effectively manage their working time tend to achieve higher levels of performance. The study recommends strengthening supervisory practices, reinforcing Standard Operating Procedures (SOPs), conducting regular employee briefings, and improving time management to further enhance employee performance and service quality in the hospitality industry.

The Effect of Work Discipline on Employee Performance at Sadara Resort Ni Komang Yuni Pratiwi; Nyoman Gede Mas Wiartha; Kadek Andita Dwi Pratiwi; Ni Desak Made Santi Diwyarthi
West Science Interdisciplinary Studies Vol. 4 No. 07 (2026): West Science Interdisciplinary Studies
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsis.v4i07.2958

The hospitality industry relies heavily on the quality of its human resources to deliver excellent service and maintain customer satisfaction. Employee performance is one of the primary determinants of organizational success, while work discipline serves as a fundamental factor influencing employees' ability to perform effectively. This study aims to analyze the effect of work discipline on employee performance at Sadara Resort. A quantitative research approach was employed using a simple linear regression model. Data were collected from 84 employees representing eleven operational departments through structured questionnaires. Prior to hypothesis testing, the research instruments were examined using validity and reliability tests. The findings indicate that all questionnaire items were valid, with correlation coefficients ranging from 0.816 to 0.913, while both variables demonstrated excellent reliability with Cronbach's Alpha values of 0.947. Descriptive analysis revealed that work discipline achieved a mean score of 3.74 and employee performance obtained a mean score of 3.50, both categorized as good. The hypothesis testing results showed that work discipline has a positive and statistically significant effect on employee performance (t = 13.152; p < 0.001). Furthermore, the coefficient of determination (R² = 0.678) indicates that work discipline explains 67.8% of the variation in employee performance, while the remaining 32.2% is influenced by other variables not examined in this study. The findings support Goal Setting Theory, suggesting that employees who consistently comply with organizational rules, demonstrate responsibility, and effectively manage their working time tend to achieve higher levels of performance. The study recommends strengthening supervisory practices, reinforcing Standard Operating Procedures (SOPs), conducting regular employee briefings, and improving time management to further enhance employee performance and service quality in the hospitality industry.

Pengaruh Usia dan Masa Kerja terhadap Produktivitas Kerja Karyawan Housekeeping di Karma Kandara Resort I Kadek Nanda Mahendrayasa; Nyoman Gede Mas Wiartha; Kadek Andita Dwi Pratiwi
Surplus: Jurnal Ekonomi dan Bisnis Vol. 5 No. 1 (2026): Juli-Desember 2026
Publisher : Yayasan Pendidikan Tanggui Baimbaian

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71456/sur.v5i1.2295

Sumber daya manusia merupakan salah satu aset penting dalam mendukung keberhasilan operasional perusahaan, khususnya pada industri perhotelan yang menuntut kualitas pelayanan yang tinggi. Produktivitas kerja karyawan menjadi faktor utama dalam menjaga kualitas pelayanan serta kepuasan tamu. Salah satu faktor yang diduga memengaruhi produktivitas kerja karyawan adalah usia dan masa kerja. Tujuan penelitian ini adalah untuk menganalisis pengaruh usia dan masa kerja terhadap produktivitas kerja karyawan Housekeeping di Karma Kandara Resort. Penelitian ini dilakukan di Karma Kandara Resort Bali dengan melibatkan seluruh karyawan Housekeeping yang berjumlah 72 orang sebagai responden. Jenis data yang digunakan dalam penelitian ini adalah data kuantitatif yang diperoleh melalui penyebaran kuesioner. Teknik pengambilan sampel menggunakan sampel jenuh karena seluruh populasi dijadikan responden penelitian. Metode analisis data yang digunakan adalah analisis regresi linier berganda dengan bantuan SPSS versi 26 for Windows. Hasil penelitian menunjukkan bahwa variabel Usia (X1) berpengaruh positif dan signifikan terhadap Produktivitas Kerja Karyawan (Y) dengan nilai t-hitung sebesar 5,855 dan signifikansi 0,000. Variabel Masa Kerja (X2) juga berpengaruh positif dan signifikan terhadap Produktivitas Kerja Karyawan (Y) dengan nilai t-hitung sebesar 3,140 dan signifikansi 0,002. Secara simultan, variabel Usia dan Masa Kerja berpengaruh positif dan signifikan terhadap Produktivitas Kerja Karyawan dengan nilai f-hitung sebesar 58,888 dan signifikansi 0,000. Nilai koefisien determinasi (R²) sebesar 0,631 menunjukkan bahwa usia dan masa kerja mampu menjelaskan produktivitas kerja karyawan sebesar 63,1%, sedangkan sisanya dipengaruhi oleh variabel lain di luar penelitian. Dapat disimpulkan bahwa usia dan masa kerja memiliki pengaruh positif dan signifikan terhadap produktivitas kerja karyawan Housekeeping di Karma Kandara Resort.

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