Abstract. There has been continued research on the definition, modeling, measurement, data collection procedure and data analysis of service quality that lead to the development of base concept for the researchers. However, there are not many researches using opinion mining in qualitative approach from user-generated content website as the main data to measure service quality despite the increasing trend of companies start using internet/websites as marketing tools. This research aims to expand the horizon of knowledge within opinion mining by using qualitative sentiment analysis as the method to assess Saung Angklung Udjoâ??s quality service. This research used TripAdvisorâ??s Saung Angklung Udjo review in English and Indonesian as the data with using three polarities (positive, neutral and negative) while the aspects within the sentiment are based on 7Ps. In conclusion, opinion mining method using qualitative sentiment analysis proved to be applicable in assessing service quality of Saung Angklung Udjo. While in term of service quality, Saung Angklung Udjo only performed 6Ps out of 7Ps. Keyword: Service Quality, User-Generated Content, Opinion Mining, Qualitative Sentiment Analysis, 7P, Saung Angklung Udjo, Cultural Tourism, TripAdvisor.
| Published by | Institut Teknologi Bandung |
| Journal Name | Journal of Business and Management |
| Contact Phone | - |
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| Location | Kota bandung, Jawa barat INDONESIA |
| Website | jbm| http://journal.sbm.itb.ac.id/index.php/jbm| |
| ISSN | ISSN : 22523898, EISSN : 22523308, DOI : -, |
| Core Subject | Science, |
| Meta Subject | Decision Sciences, Operations Research & Management , |
| Meta Desc | Journal of Business and Management (JBM)is an online journal that is published three times a year. It publishes research papers that give rigorous theoretical and practical insight of business and managament. JBM aims to provide a forum for the dissemination of theory application and research in all areas of business and management, including but are not limited to marketing, business strategy, decision science and decision-making, strategic negotiation, finance, business risk, knowledge management, human capital management, technology management, entrepreneurship, and others relevant subjects. It is intended for researchers, students, business practitioners, and entrepreneurs to publish their ideas and experiences, and share their knowledge on business and management issues. |
| Penulis | El Fargha, Muhammad Avenzoor Al Hawarizmi , Iskandar, Budi Permadi |
| Publisher Article | Journal of Business and Management |
| Subtitle Article | Journal of Business and Management Vol 7, No 2 (2018) |
| Scholar Google | http://scholar.google.com/scholar?q=%2Bintitle%3A&… |
| View Article | https://journal.sbm.itb.ac.id/… |
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Informasi yang terkait dengan OPINION MINING METHODS IN ASSESSING SERVICE QUALITY: CASE STUDY OF SAUNG ANGKLUNG UDJO
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