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All Journal IT-Explore: Jurnal Penerapan Teknologi Informasi dan Komunikasi
Gunawan, Ricardho
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Computer Science & IT Control & Systems Engineering

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Analisis sentimen ulasan tamu terhadap layanan hotel menggunakan pendekatan machine learning Gunawan, Ricardho; Hendry, Hendry
IT Explore: Jurnal Penerapan Teknologi Informasi dan Komunikasi Vol 4 No 3 (2025): IT-Explore Oktober 2025
Publisher : Fakultas Teknologi Informasi, Universitas Kristen Satya Wacana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24246/itexplore.v4i3.2025.pp295-306

Abstract

Sentiment analysis of guest reviews is a crucial aspect in improving the quality of hotel services. This study aims to analyze the sentiment of guest reviews regarding the services of Grand Diamond Hotel Yogyakarta using a machine learning approach with the Support Vector Machine (SVM) algorithm. SVM was chosen because it can handle high-dimensional data such as text and is capable of forming an optimal separating hyperplane between sentiment classes. The research data was obtained through web scraping from Traveloka, yielding 1,119 reviews, which were processed through preprocessing, translation, and sentiment labeling using the TextBlob library. After TF-IDF weighting, the data was divided into 80% for training and 20% for testing. The linear kernel SVM model achieved 80% accuracy in classifying the reviews into positive, negative, and neutral categories. The results of this study were implemented in a web-based application equipped with data visualization and model evaluation features, allowing hotel management to efficiently monitor and analyze guest sentiment and support data-driven service quality improvement.
Co-Authors Hendry