<![CDATA[Purpose: This study analyzes tourists’ perceptions of service quality in four-star hotels on Bangka Island, Indonesia, using Aspect-Based Sentiment Analysis (ABSA) of online reviews to identify key service aspects and sentiment patterns for evidence-based hospitality management. Research Methodology: A quantitative text-mining design analyzed 5,576 publicly available Google Reviews using lexicon-based Aspect-Based Sentiment Analysis (ABSA). Following text preprocessing and keyword-based aspect extraction, sentiments were classified as positive, neutral, or negative across six hotel service dimensions: staff service, cleanliness, room comfort, food and beverages, location, and price, providing a structured assessment of online customer reviews. Results: The analytical results demonstrate predominantly positive tourist perceptions of all service aspects of four-star hotels on Bangka Island. Staff service, cleanliness, and location achieved the highest levels of positive sentiment, underscoring their importance in shaping customer satisfaction. In contrast, price and food and beverage services exhibit relatively higher proportions of negative sentiments, reflecting concerns related to perceived value for money and dining experiences. Conclusions: Overall, four-star hotels on Bangka Island largely meet tourists’ service quality expectations; however, improvements in pricing strategies and food and beverage offerings are necessary to enhance perceived customer value. Limitations: The analysis was limited by the use of a lexicon-based sentiment approach and reliance on a single online review platform. Contributions: This study extends contemporary perspectives on multidimensional service quality by applying lexicon-based ABSA to online hotel reviews in an emerging tourism destination. The findings enrich aspect-level understanding of customer perceptions and provide data-driven insights for improving hospitality service management.]]>
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