| dc.description.abstract | Customer satisfaction is always the mission of an organization that wants to stay on
track to be competitive for a long period of time. The organization innovates their products and
keeps developing them to satisfy the customer, moreover, in the era where online digital
platforms have been growing rapidly. Google review is one online review platforms that shows
many reviews from customers about a hotel. The reviews found online are very useful for a
potential customer to make a consideration before the purchase. Based on this problem, it needs
to conduct topic modeling that can process the number of reviews to obtain useful information
for the organization’s improvements. The object used in this study is Kangen Boutique Hotel.
The process of topic modeling will be done using Latent Dirichlet Allocation (LDA), and the
process of providing the improvement for the organization is using Kansei Engineering. The
test results showed that there are 4 key factors that influence the rating qualities, which are,
“Staff Service, “Room Condition”, “Food”, and “Room Facilities”. Several causes of the
factors above are the lack of help from the staff, limited choices of food, and some facilities
which are not working properly. The organization should overcome these factors by training
the staff with correct manners and procedures and also the maintenance of the hotel building
to boost comfort during the customer’s visits. | en_US |
