ANALISIS KEPUASAN KONSUMEN HOTEL BINTANG 2 DAN BINTANG 5 DI SURABAYA: PENERAPAN PROSES TEXT-MINING ATAS ULASAN DARING KONSUMEN
نویسندگان
چکیده
Dengan berkembangnya teknologi, situs web berisi ulasan daring (online review website) sangat terkenal di kalangan konsumen karena dianggap sebagai sumber yang handal, terpercaya dan terbaru. Penelitian ini dilakukan untuk menganalisa Trip Advisor mengetahui atribut-atribut hotel menjadi penentu kepuasan maupun ketidakpuasan setelah menginap bintang 2 5 Surabaya. Ulasan dianalisa melalui proses penambangan data (text-mining) menggunakan Voyant Tools. Hasil penelitian menunjukkan terdapat tujuh atribut yaitu: Hotel, Service, Room, Food & Beverage, Location, Security Price/value sama-sama menentukan ketika 5. Sebaliknya enam Location Price/value. Di sisi lain, paling banyak penyebab pada adalah: Beverage
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ژورنال
عنوان ژورنال: Jurnal Manajemen Pemasaran
سال: 2021
ISSN: ['2597-615X', '1907-235X']
DOI: https://doi.org/10.9744/pemasaran.15.1.1-9