<![CDATA[Visitor reviews play a crucial role in determining the success of a business, particularly those offering hospitality and services, such as hotels. The growth of internet technology has made it easier for guests to share their experiences, which can influence potential customers. Google Maps is one of the platforms used for giving and searching reviews This research uses data crawled from Google Maps Review using the playwright library. However, the large volume of reviews can make analysis and topic-based categorization—such as service quality, hotel location, and operational hours—challenging. To address this, DBSCAN is used to cluster reviews based on these topics. Clustering helps improve sentiment classification, making it more targeted and allowing a comparison of two machine learning algorithms: Naïve Bayes and Support Vector Machine (SVM). Naïve Bayes achieved higher accuracy (0.87) in the operational hours cluster, while SVM scored 0.78. However, SVM showed improved accuracy in the location (0.89) and service (0.88) clusters, with Naïve Bayes maintaining a stable 0.86 accuracy in both. Both models demonstrated an average training time of less than one second, excluding preprocessing.]]>
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