Similarty : Customers’ Satisfaction and Preferences Using Sentiment Analysis on Traveloka: The Case of Yogyakarta Special Region Hotels

The rapid development of internet use today shows a shift in technology that is increasingly leading to online-based
media. Consumers tend to browse the completeness of product and service information via the internet by making purchases
online because of limited time and perceived convenience. We analysed some of the features that hotel customers need using
customer reviews. This study uses hotel customer reviews on the Traveloka website. The purpose of this study was to determine
the important factors that influence tourists in choosing hotels based on hotel customer reviews. We use HBDScan algorithm
and machine learning approaches to identify hotel customer segments. We found that the segmentation of tourist preferences
and satisfaction is an important stage in behavioural analysis to improve the quality of hotel products and services. This analysis
can improve the understanding of hotel managers about different market segments according to the level of customer preference
and satisfaction. The findings of this study will help managers to set priority instructions for enhancing appropriate hotel
features and use online customer reviews to improve customer satisfaction and hotel performance.