ANALISIS SENTIMENT EMOTIONAL PADA TAMU HOTEL YANG MENGINAP DI WILAYAH ISOLASI MANDIRI COVID-19 (Analisis Konten Pada Tamu Hotel Melalui Laman Web TripAdvisor)
DOI:
https://doi.org/10.17509/sabajotr.v1i1.59912Keywords:
sentiment analysis, sentiment emotional, attributes hotel, COVID-19, hotel industry, analysis contentAbstract
Analisis Sentiment Emotional dapat membantu untuk mengidentifikasi keluhan terkait kualitas layanan, nilai yang dirasakan dan kualitas pengalaman. Salah satu strategi yang dilakukan untuk merekonstruksi citra hotel dimasa krisis/pandemic ini dengan analisis sentiment emotional. Tujuan penelitian ini adalah untuk menganalisis terkait dengan ulasan tamu yang menginap di hotel dimasa krisis. Penelitan ini menggunakan pendekatan analisis konten dengan menganalisis 80 ulasan tekstual dan 20 ulasan visual di situs web TripAdvisor. Penelitian ini melampirkan implementasi dari sentiment emotional dalam konteks industri perhotelan.References
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