<![CDATA[Although Online Travel Agency (OTA) platforms provide structured customer feedback, many hospitality businesses still lack systematic mechanisms for capturing and integrating evaluations from walk-in guests. This limitation results in incomplete service quality assessment and constrains evidence-based managerial decision-making. To address this gap, this study proposes a hybrid Digital Feedback System (D-VoC) for Kampung Sumber Alam Garut, a resort serving both OTA and walk-in guests. The system integrates customer review data from both segments and develops a rule-based monitoring dashboard functioning as a tactical Decision Support System (DSS). Service performance was evaluated using the SERVPERF method across the five RATER dimensions, while narrative reviews were analyzed through an N-gram-based Aspect-Based Sentiment Analysis (ABSA) pipeline that classifies complaints into 25 standardized categories. The dashboard, developed using Python, Streamlit, and Plotly, automatically generates KPI cards, dimension-level visualizations, and a Fishbone (6M)-based recommendation matrix at both the macro (service-dimension) and micro (complaint-category) levels. It is operated by the Front Office Department Head through a structured workflow consisting of login, monitoring, filtering, review, and data-upload processes. Data were collected from 100 respondents, comprising 65% OTA guests and 35% walk-in guests. Black-box testing confirmed that all input, processing, and output functions—including user authentication, OTA data upload, real-time score computation, and DSS visualization—performed as intended. The overall service performance score was 4.50 (excellent), with Responsiveness achieving the highest score (4.65) and Tangibles the lowest (4.24). Approximately 10% of customer reviews expressed negative sentiment. Fishbone and Five Whys analyses identified the Tangibles gap as primarily resulting from inadequate housekeeping cross-check procedures, the absence of standardized deep-cleaning protocols, and insufficient preventive maintenance of room facilities. The proposed dashboard provides management with a practical tool for periodic performance monitoring, early warning, and data-driven prioritization to support continuous service quality improvement.]]>
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