Analysis of Hotel Visitor Reviews using LDA-Based Topic Modeling Method

Main Article Content

Bunga Aisyah Ravissangeta Yansari
Nurvita Trianasari


In the current era, many challenges must be faced by tourism businesses in the field of hospitality. The customer experience is an important factor in creating a hotel's reputation because customers can provide feedback online. Agoda is a company that provides an online booking system with online review features including reviews from visitors to Hotel Golden Flower Bandung. This research aims to identify topics that are often discussed related to the experience of staying visitors at The Golden Flower Hotel Bandung and to identify marketing tactics that must be done by the hotel. Secondary data is obtained by doing web scrapping using the Parsehub application. The data sources used are all golden flower hotel Bandung visitor reviews available on Agoda's website. This study shows the topic covered in the overall visitor review on Agoda's website is an expression of satisfaction with hotel services and facilities. Golden Flower Hotel Bandung can maintain the quality of services and facilities that get a lot of expressions of visitor satisfaction and improve services and facilities that get a lot of expressions of disappointment from the visitor experience as well as offer new strategies that are more responsible and conduct customer-centered marketing.

Article Details


References (2020). Tentang Agoda. Agoda.Com.

Alamsyah, A., Rizkika, W., Nugroho, D. D. A., Renaldi, F., & Saadah, S. (2018). Dynamic large scale data on Twitter using sentiment analysis and topic modeling case study: Uber. 2018 6th International Conference on Information and Communication Technology, ICoICT 2018, 0(c), 254–258.

Baruca, P. Z., & Civre, Ž. (2015). How do guests choose a hotel? Academia Turistica - Tourism and Innovation, 5(1), 75–84.

Beehaqi, M. (2017). Customer Insight: Paradigma dan Konsep Strategi. Jurnal Fokus Bisnis, 16(2), 45–58.

Beysolow II, T. (2018). Applied Natural Language Processing with Python. Applied Natural Language Processing with Python, 77–119. (2020). Jumlah kunjungan wisman ke Indonesia Januari 2020
mencapai 1,27 juta kunjungan. Www.Bps.Go.Id. indonesia-januari-2020-mencapai-1-27-juta-kunjungan-.html

Calheiros, A. C., Moro, S., & Rita, P. (2017). Sentiment Classification of Consumer-Generated Online Reviews Using Topic Modeling. Journal of Hospitality Marketing and Management, 26(7), 675–693.

Erl, T., Khattak, W., & Buhler, P. (2016). Big Data Fundamentals Concepts, Drivers & Techniques. Service Tech Press. (2020). Golden Flower Hotel Bandung. Golden-Flower. Co.Id.

Indrawati. (2015). Metode Penelitian Kualitatif Manajemen dan Bisnis Konvergensi Teknologi Informasi dan Komunikasi. PT Refika Aditama. (2020). Tingkat Penghunian Kamar Hotel Agustus 2020 Sebesar 34,95 persen. Jabar.Bps.Go.Id. (2019). Potensi Bisnis Perhotelan di Era Industri 4.0 Makin Luas dan Tanpa Batasan Klasifikasi. Www.Kompasiana.Com.

Kwartler, T. (2018). Text Mining in Practice with R. Wiley.

Muthia, D. A. (2017). Analisis Sentimen Pada Review Restoran Dengan Teks Bahasa Indonesia Mengunakan Algoritma Naive Bayes. Jurnal ilmu Pengetahuan Dan Teknologi Komputer, 2(2), 39–45.

Putra, F. K. K. (2017). Analisis Informasi Situs Web Hotel Bintang 4 di Kota Bandung. Tourism and Hospitality Essentials, 7(1), 7–20.

Rossetti, M., Stella, F., Cao, L., & Zanker, M. (2015). Analyzing User Reviews in Tourism with Topic Models. Information and Communication Technologies in Tourism 2015, 47–58.

Sekaran, U., & Bougie, R. (2016). Research Methods for Business: A Skill-building Approach. Trento Srl. (2020). IMPACT ASSESSMENT OF THE COVID-19 OUTBREAK ON INTERNATIONAL TOURISM. Www.Unwto.Org.

Utami, V. K., Tanujaya, D., & Jokom, R. (2015). Analisa Faktor Yang Penting Dari Dimensi Electronic Word of Mouth (Ewom) Bagi Konsumen Dalam Memilih Hotel Di Situs Online Travel Agent (Ota). Jurnal Manajemen Pemasaran, 9(2), 78–85.

Yulian, E. (2018). Text Mining dengan K-Means Clustering pada Tema LGBT dalam Arsip Tweet Masyarakat Kota Bandung. Jurnal Matematika “MANTIK,” 4(1), 53–58.

Zhao, X. (Roy), Wang, L., Guo, X., & Law, R. (2015). The influence of online reviews on online hotel booking intentions. International Journal of Contemporary Hospitality Management, 27(6), 1343–1364.

Zou, C. (2018). Analyzing research trends on drug safety using topic modeling. Expert Opinion on Drug Safety, 17(6), 629–636.