Mengurai Pengalaman Positif Tamu Saat Menginap di Sheraton Senggigi Beach Resort
Bukti Dari Ulasan TripAdvisor
DOI:
https://doi.org/10.47608/jki.v17i12023.64-84Keywords:
customer satisfaction, online hotel reviews, positive reviews, tripadvisorAbstract
Customer reviews on the internet play an essential role in generating opinions in electronic Word-of-Mouth (eWOM); This review serves as an online communication tool that significantly influences the perception of the following potential user. The purpose of this study is to understand the opinions that often appear in actual customer reviews that give an Excellent and Very Good rating. This study collected 1.515 online review data from the Tripadvisor website using automated web data mining techniques. Next, we used the JMP Pro 14 software to parse and visualize the research data at the analysis stage. The data shows that the most critical customer satisfaction lies in non-physical services, namely "staff" services, where most of the reviews express the meaning of being very satisfied with the services provided by the staff. Meanwhile, in the aspect of physical attributes, there is an important note, namely the "room" aspect, where this term is used to refer to complaints of bedrooms and bathrooms that are old and dirty enough to require renewal. Physical attributes, such as pool, breakfast, beach, and restaurant, are satisfactory because they can meet customer expectations
Downloads
References
Au, N., Buhalis, D., & Law, R. (2014). Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers. International Journal of Hospitality and Tourism Administration, 15(3), 248–274. https://doi.org/10.1080/15256480.2014.925722
Balbi, S., Misuraca, M., & Scepi, G. (2018). Combining Different Evaluation Systems on Social Media for Measuring User Satisfaction. Information Processing and Management, 54(4), 674–685. https://doi.org/10.1016/J.IPM.2018.04.009
Banerjee, S., & Chua, A. Y. K. (2016). In Search of Patterns Among Travellers’ Hotel Ratings in TripAdvisor. Tourism Management, 53, 125–131. https://doi.org/10.1016/J.TOURMAN.2015.09.020
Barreda, A., & Bilgihan, A. (2013). An Analysis of User-Generated Content for Hotel Experiences. Journal of Hospitality and Tourism Technology, 4(3), 263–280. https://doi.org/10.1108/JHTT-01-2013-0001
Belarmino, A. M., & Koh, Y. (2018). How E-WOM Motivations Vary by Hotel Review Website. International Journal of Contemporary Hospitality Management, 30(8), 2730–2751. https://doi.org/10.1108/IJCHM-02-2017-0055
Berezina, K., Bilgihan, A., Cobanoglu, C., & Okumus, F. (2016). Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews. Journal of Hospitality Marketing and Management, 25(1), 1–24. https://doi.org/10.1080/19368623.2015.983631
Berezina, K., Cobanoglu, C., Miller, B. L., & Kwansa, F. A. (2012). The Impact of Information Security Breach on Hotel Guest Perception of Service Quality, Satisfaction, Revisit Intentions and Word-Of-Mouth. International Journal of Contemporary Hospitality Management, 24(7), 991–1010. https://doi.org/10.1108/09596111211258883
Bilgihan, A., Seo, S., & Choi, J. (2018). Identifying Restaurant Satisfiers and Dissatisfiers: Suggestions from Online Reviews. Journal of Hospitality Marketing and Management, 27(5), 601–625. https://doi.org/10.1080/19368623.2018.1396275
Dortyol, I. T., Varinli, I., & Kitapci, O. (2014). How do International Tourists Perceive Hotel Quality?: An Exploratory Study of Service Quality in Antalya Tourism Region. International Journal of Contemporary Hospitality Management, 26(3), 470–495. https://doi.org/10.1108/IJCHM-11-2012-0211
Fernandes, T., & Fernandes, F. (2018). Sharing Dissatisfaction Online: Analyzing the Nature and Predictors of Hotel Guests Negative Reviews. Journal of Hospitality Marketing and Management, 27(2), 127–150. https://doi.org/10.1080/19368623.2017.1337540
Filieri, R. (2015). What Makes Online Reviews Helpful? A Diagnosticity-Adoption Framework to Explain Informational and Normative Influences in e-WOM. Journal of Business Research, 68(6), 1261–1270. https://doi.org/10.1016/J.JBUSRES.2014.11.006
Ghosh, T. (2018). Predicting Hotel Book Intention: The Influential Role of Helpfulness and Advocacy of Online Reviews. Journal of Hospitality Marketing and Management, 27(3), 299–322. https://doi.org/10.1080/19368623.2017.1364198
Gu, H., & Ryan, C. (2008). Chinese clientele at Chinese hotels—Preferences and satisfaction. International Journal of Hospitality Management, 27(3), Article 3. https://doi.org/10.1016/j.ijhm.2007.10.005
Gunasekar, S., & Sudhakar, S. (2019). How User-Generated Judgments of Hotel Attributes Indicate Guest Satisfaction. Journal of Global Scholars of Marketing Science, 29(2), 180–195. https://doi.org/10.1080/21639159.2019.1577155
Han, H., & Back, K.-J. (2007). Investigating the Effects of Consumption Emotions on Customer Satisfaction and Repeat Visit Intentions in the Lodging Industry. Journal of Hospitality and Leisure Marketing, 15(3), 5–30. https://doi.org/10.1300/J150V15N03_02
Hu, Y.-H., & Chen, K. (2016). Predicting Hotel Review Helpfulness: The Impact of Review Visibility, and Interaction Between Hotel Stars and Review Ratings. International Journal of Information Management, 36(6), 929–944. https://doi.org/10.1016/J.IJINFOMGT.2016.06.003
Ihwandi, & Sukmana, F. H. (2022). Hotel Tua dan Ulasan Online Negatif: Apa Yang Dikatakan Pelanggan? Jurnal Master Pariwisata (JUMPA), 9(1), 354–381. https://doi.org/10.24843/JUMPA.2022.V09.I01.P16
Jeong, M., & Jeon, M. M. (2008). Customer Reviews of Hotel Experiences through Consumer Generated Media (CGM). Journal of Hospitality and Leisure Marketing, 17(1–2), 121–138. https://doi.org/10.1080/10507050801978265
Kietzmann, J., & Canhoto, A. (2013). Bittersweet! Understanding and Managing Electronic Word of Mouth. Journal of Public Affairs, 13(2), 146–159. https://doi.org/10.1002/PA.1470
Kuhzady, S., & Ghasemi, V. (2019). Factors Influencing Customers’ Satisfaction and Dissatisfaction with Hotels: A Text-Mining Approach. Tourism Analysis, 24(1), 69–79. https://doi.org/10.3727/108354219X15458295631972
Kwok, L., & Xie, K. L. (2016). Factors Contributing to the Helpfulness of Online Hotel Reviews: Does Manager Response Play a Role? International Journal of Contemporary Hospitality Management, 28(10), 2156–2177. https://doi.org/10.1108/IJCHM-03-2015-0107
Lee, C. C., & Hu, C. (2004). Analyzing Hotel Customers’ E-Complaints from an Internet Complaint Forum. Journal of Travel and Tourism Marketing, 17(2–3), 167–181. https://doi.org/10.1300/J073V17N02_13
Lee, J., Benjamin, S., & Childs, M. (2022). Unpacking the Emotions behind TripAdvisor Travel Reviews: The Case Study of Gatlinburg, Tennessee. International Journal of Hospitality and Tourism Administration, 23(2), 347–364. https://doi.org/10.1080/15256480.2020.1746219
Li, H., Ye, Q., & Law, R. (2013). Determinants of Customer Satisfaction in the Hotel Industry: An Application of Online Review Analysis. Asia Pacific Journal of Tourism Research, 18(7), 784–802. https://doi.org/10.1080/10941665.2012.708351
Lu, W., & Stepchenkova, S. (2012). Ecotourism Experiences Reported Online: Classification of Satisfaction Attributes. Tourism Management, 33(3), 702–712. https://doi.org/10.1016/J.TOURMAN.2011.08.003
Lu, W., & Stepchenkova, S. (2015). User-Generated Content as a Research Mode in Tourism and Hospitality Applications: Topics, Methods, and Software. Journal of Hospitality Marketing and Management, 24(2), 119–154. https://doi.org/10.1080/19368623.2014.907758
Maryanti, S., Netrawati, I. G. A. O., Suastina, I. G. P. B., Sukmana, F. H., & Martini, D. (2021). Post-Disaster Mitigation and Recovery in Tourism Destinations: Learning from The Lombok Earthquake. International Journal of Scientific Research in Science and Technology, 8(2), 571–584. https://doi.org/10.32628/ijsrst218297
Nilashi, M., Ibrahim, O., Yadegaridehkordi, E., Samad, S., Akbari, E., & Alizadeh, A. (2018). Travelers Decision Making Using Online Review in Social Network Sites: A Case on TripAdvisor. Journal of Computational Science, 28, 168–179. https://doi.org/10.1016/J.JOCS.2018.09.006
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.2307/3150499
Poston, R. S. (2008). Using and Fixing Biased Rating Schemes. Communications of the ACM, 51(9), 105–109. https://doi.org/10.1145/1378727.1389969
Prasad, K., Wirtz, P. W., & Yu, L. (2014). Measuring Hotel Guest Satisfaction by Using an Online Quality Management System. Journal of Hospitality Marketing and Management, 23(4), 445–463. https://doi.org/10.1080/19368623.2013.805313
Prentice, C. (2013). Service Quality Perceptions and Customer Loyalty in Casinos. International Journal of Contemporary Hospitality Management, 25(1), 49–64. https://doi.org/10.1108/09596111311290219
Racherla, P., Connolly, D. J., & Christodoulidou, N. (2013). What Determines Consumers’ Ratings of Service Providers? An Exploratory Study of Online Traveler Reviews. Journal of Hospitality Marketing and Management, 22(2), 135–161. https://doi.org/10.1080/19368623.2011.645187
Ramanathan, U., & Ramanathan, R. (2011). Guests’ Perceptions on Factors Influencing Customer Loyalty: An Analysis for UK Hotels. International Journal of Contemporary Hospitality Management, 23(1), 7–25. https://doi.org/10.1108/09596111111101643
Sánchez-Hernández, R. M., Martínez-Tur, V., Peiró, J. M., & Moliner, C. (2010). Linking Functional and Relational Service Quality to Customer Satisfaction and Loyalty: Differences between Men and Women. Psychological Reports, 106(2), 598–610. https://doi.org/10.2466/PR0.106.2.598-610
Sukmana, F. H. (2018). Pengaruh Persepsi Risiko, Variasi, Kualitas dan Harga Produk Terhadap Sikap Konsumen. Valid: Jurnal Ilmiah, 15(1), 11–20. http://journal.stieamm.ac.id/index.php/valid/article/view/46
Sukmana, F. H., & Maryanti, S. (2019). Telaah Konseptual Relationship Marketing dan Perkembangannya. Distribusi: Journal of Management and Business, 7(1), 47–62. https://doi.org/10.29303/DISTRIBUSI.V7I1.56
Torres, E. N., & Kline, S. (2013). From Customer Satisfaction to Customer Delight: Creating a New Standard of Service for the Hotel Industry. International Journal of Contemporary Hospitality Management, 25(5), 642–659. https://doi.org/10.1108/IJCHM-DEC-2011-0228
Tripadvisor.com. (n.d.). US Press Center | About Tripadvisor. MediaRoom. Retrieved September 1, 2021, from https://tripadvisor.mediaroom.com/US-about-us
Wilkins, H., Merrilees, B., & Herington, C. (2007). Towards an Understanding of Total Service Quality in Hotels. International Journal of Hospitality Management, 26(4), 840–853. https://doi.org/10.1016/J.IJHM.2006.07.006
Xiang, Z., & Gretzel, U. (2010). Role of Social Media in Online Travel Information Search. Tourism Management, 31(2), 179–188. https://doi.org/10.1016/J.TOURMAN.2009.02.016
Xiang, Z., Schwartz, Z., Gerdes Jr., J. H., & Uysal, M. (2015). What can Big Data and Text Analytics Tell Us About Hotel Guest Experience and Satisfaction? International Journal of Hospitality Management, 44, 120–130. https://doi.org/10.1016/J.IJHM.2014.10.013
Xu, X. (2018). Does Traveler Satisfaction Differ in Various Travel Group Compositions?: Evidence from Online Reviews. International Journal of Contemporary Hospitality Management, 30(3), 1663–1685. https://doi.org/10.1108/IJCHM-03-2017-0171
Xu, X. (2019). Examining the Relevance of Online Customer Textual Reviews on Hotels’ Product and Service Attributes. Journal of Hospitality and Tourism Research, 43(1), 141–163. https://doi.org/10.1177/1096348018764573
Xu, X., & Li, Y. (2016). The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach. International Journal of Hospitality Management, 55, 57–69. https://doi.org/10.1016/j.ijhm.2016.03.003
Zhang, Z., Ye, Q., Law, R., & Li, Y. (2010). The Impact of e-Word-of-Mouth on the Online Popularity of Restaurants: A Comparison of Consumer Reviews and Editor Reviews. International Journal of Hospitality Management, 29(4), 694–700. https://doi.org/10.1016/J.IJHM.2010.02.002
Zheng, T., Youn, H., & Kincaid, C. S. (2009). An Analysis of Customers’ E-Complaints for Luxury Resort Properties. Journal of Hospitality Marketing and Management, 18(7), 718–729. https://doi.org/10.1080/19368620903170240
Zhou, L., Ye, S., Pearce, P. L., & Wu, M.-Y. (2014). Refreshing Hotel Satisfaction Studies by Reconfiguring Customer Review Data. International Journal of Hospitality Management, 38, 1–10. https://doi.org/10.1016/J.IJHM.2013.12.004
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Jurnal Kepariwisataan Indonesia: Jurnal Penelitian dan Pengembangan Kepariwisataan Indonesia
This work is licensed under a Creative Commons Attribution 4.0 International License.
