Analyzing TripAdvisor reviews to improve service quality at Courtyard Marriott Bali Nusa Dua Resort

https://doi.org/10.35912/amor.v7i1.2857
Published: Aug 22, 2025

Abstract:

Purpose: This study aims to explore trends in guest satisfaction at the Courtyard by Marriott Bali Nusa Dua Resort by analyzing online reviews from TripAdvisor, with the objective of enhancing service quality.

Methods: The research follows a systematic methodology that begins with scraping guest reviews from TripAdvisor, ensuring the collection of relevant data. Subsequently, a thorough data cleaning and preprocessing process is undertaken to guarantee high-quality data. The study then utilizes time series analysis, specifically the ARIMA model, to analyze the evolving patterns of guest satisfaction over time.

Results/findings: The findings show that the majority of guest feedback is positive, indicating general satisfaction with the hotel. The ARIMA model reveals that guest satisfaction is highly influenced by previous satisfaction levels, suggesting a trend where past experiences strongly impact future perceptions.

Conclusions: These results provide valuable insights into the key drivers of guest satisfaction, offering actionable recommendations for hotel management. By understanding the dynamic factors that influence guest experiences, management can improve service quality, respond more effectively to unexpected situations, and remain competitive in the market.

Limitations: The ARIMA model does not account for external factors, such as holiday seasons or marketing changes, nor does it analyze the specific content of reviews or differentiate between guest segments. Additionally, comparisons with competitors can provide a broader strategic context for a more comprehensive understanding.

Contribution: The combination of sentiment analysis and time series forecasting in this study offers a unique contribution, enabling data-driven decisions that support continuous service improvement and customer satisfaction.

Keywords:
1. Arima Model
2. Guest Satisfaction
3. Hospitality Management
4. Hotel Service Quality
5. Sentiment Analysis
6. Time Series Analysis
7. Tripadvisor Reviews
Authors:
1 . Bagaskara Vijaya
Bali Tourism Polytechnic, Indonesia
2 . Putu Diah Sastri Pitanatri
Bali Tourism Polytechnic, Indonesia
3 . Kadek Andita Dwi Pratiwi
Bali Tourism Polytechnic, Indonesia
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How to Cite
Vijaya, B., Pitanatri, P. D. S., & Pratiwi, K. A. D. . (2025). Analyzing TripAdvisor reviews to improve service quality at Courtyard Marriott Bali Nusa Dua Resort. Annals of Management and Organization Research, 7(1), 83–96. https://doi.org/10.35912/amor.v7i1.2857
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Issue & Section
Vol. 7 No. 1 (2025): August
Articles
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References

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    Candra, D. A. K. M., Pitanatri, P. D. S., & Pinaria, N. W. C. (2025). Analisis Sentimen Ulasan Tamu Untuk Meningkatkan Hunian Kamar Boutique Hotel di Kuta. Studi Ilmu Manajemen Dan Organisasi, 6(2), 551-563. doi:https://doi.org/10.35912/simo.v6i2.4701

    Dang, N. C., Moreno-García, M. N., & De la Prieta, F. (2020). Sentiment analysis based on deep learning: A comparative study. Electronics, 9(3), 483. doi:https://doi.org/10.3390/electronics9030483

    Fachrudin, K. A., Tarigan, D. L., & Iman, M. F. (2022). Analisis Rating dan Harga Kamar Hotel Bintang Lima di Indonesia. Jurnal Akuntansi, Keuangan, Dan Manajemen, 3(3), 237-252. doi:https://doi.org/10.35912/jakman.v3i3.1107

    Fitchett, P. G., Dillard, J., McCarthy, C. J., Lambert, R. G., & Mosley, K. (2020). Examining the Intersectionality Among Teacher Race/Ethnicity, School Context, and Risk for Occupational Stress. Education Policy Analysis Archives, 28, 87-87. doi:https://doi.org/10.14507/epaa.28.4999

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    Herlambang, A. S., & Komara, E. (2021). Pengaruh Kualitas Produk, Kualitas Pelayanan, Dan Kualitas Promosi Terhadap Kepuasan Pelanggan (Studi kasus pada Starbucks Coffee Reserve Plaza Senayan). Jurnal Ekonomi, Manajemen Dan Perbankan (Journal of Economics, Management and Banking), 7(2), 56-64. doi:https://doi.org/10.35384/jemp.v7i2.255

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    Law, R., Leung, R., & Buhalis, D. (2009). Information Technology Applications in Hospitality And Tourism: A Review of Publications From 2005 To 2007. Journal of Travel & Tourism Marketing, 26(5-6), 599-623. doi:https://doi.org/10.1080/10548400903163160

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    Özen, A. (2021). Evaluation of Tourist Reviews on TripAdvisor for the Protection of the World Heritage Sites: Text Mining Approach. Journal of multidisciplinary academic tourism, 6(1), 37-46. doi:https://doi.org/10.31822/jomat.876175

    Pangesti, E. N., Resmi, S., & Utami, A. M. (2024). Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada Badan Penyelenggaraan Jaminan Sosial Ketenagakerjaan Gunungkidul. Cakrawangsa Bisnis: Jurnal Ilmiah Mahasiswa, 5(1), 16-26. doi:https://doi.org/10.35917/cb.v5i1.481

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    Sanjiwani, A. T., Pitanatri, P. D. S., & Loanata, C. P. (2025). Big data analytics to understand guest sentiment: Time series study of TripAdvisor reviews for luxury hotel in Bali. Journal of Indigenous Culture, Tourism, and Language, 1(1), 61-73. doi:https://doi.org/10.35912/jictl.v1i1.3256

    Utami, H. C., Cahyadi, T. A., & Ernawati, R. (2023). Peramalan Harga Batubara Menggunakan Fuzzy Time Series Lee. Jurnal Sumberdaya Bumi Berkelanjutan (SEMITAN), 2(1), 67-77. doi:https://doi.org/10.31284/j.semitan.j.2023.v2i1.5148

    Wijaya, A. (2022). Analisis Sentimen Kepuasan Pelanggan pada Penyedia Layanan Pengantaran Makanan. JATISI (Jurnal Teknik Informatika dan Sistem Informasi), 9(3), 1699-1708. doi:https://doi.org/10.35957/jatisi.v9i3.2196

    Xiang, Z., Du, Q., Ma, Y., & Fan, W. (2017). A Comparative Analysis of Major Online Review Platforms: Implications For Social Media Analytics in Hospitality And Tourism. Tourism Management, 58, 51-65. doi:https://doi.org/10.1016/j.tourman.2016.10.001

  1. Akmal, R. I., Ayyubi, R. H., & Hidayansyah, I. (2024). Analisis Peramalan Jumlah Pengguna E-Commerce dengan Metode Time Series. JATI (Jurnal Mahasiswa Teknik Informatika), 8(4), 7674-7679. doi:https://doi.org/10.36040/jati.v8i4.9898
  2. Alwi, R., & Budiman, A. A. (2024). Analisis Sentimen Kepuasan Pelanggan Parfum Scentplus dan Moris di Platform Tik Tok menggunakan Metode Regresi Logistik. Journal TIFDA (Technology Information and Data Analytic), 1(2), 29-33. doi:https://doi.org/10.70491/tifda.v1i2.45
  3. Amarawati, N. P. E. D., Pitanatri, P. D. S., & Pratiwi, K. A. D. (2025). Eksplorasi Preferensi Wisatawan Domestik Menggunakan Analisis Sentimen pada Hotel Luxury di Bali. Studi Ilmu Manajemen Dan Organisasi, 6(2), 499-510. doi:https://doi.org/10.35912/simo.v6i2.4702
  4. BPS. (2025). Buku Statistik Pariwisata Bali Tahun 2024. Bali Badan Pusat Statistik.
  5. Candra, D. A. K. M., Pitanatri, P. D. S., & Pinaria, N. W. C. (2025). Analisis Sentimen Ulasan Tamu Untuk Meningkatkan Hunian Kamar Boutique Hotel di Kuta. Studi Ilmu Manajemen Dan Organisasi, 6(2), 551-563. doi:https://doi.org/10.35912/simo.v6i2.4701
  6. Dang, N. C., Moreno-García, M. N., & De la Prieta, F. (2020). Sentiment analysis based on deep learning: A comparative study. Electronics, 9(3), 483. doi:https://doi.org/10.3390/electronics9030483
  7. Fachrudin, K. A., Tarigan, D. L., & Iman, M. F. (2022). Analisis Rating dan Harga Kamar Hotel Bintang Lima di Indonesia. Jurnal Akuntansi, Keuangan, Dan Manajemen, 3(3), 237-252. doi:https://doi.org/10.35912/jakman.v3i3.1107
  8. Fitchett, P. G., Dillard, J., McCarthy, C. J., Lambert, R. G., & Mosley, K. (2020). Examining the Intersectionality Among Teacher Race/Ethnicity, School Context, and Risk for Occupational Stress. Education Policy Analysis Archives, 28, 87-87. doi:https://doi.org/10.14507/epaa.28.4999
  9. Gustiani, M. (2018). Peran Electronic Word of Mouth Dalam Membangun Citra Destinasi Guna Mempengaruhi Keputusan Berkunjung Wisatawan Ke Suatu Destinasi Pariwisata. Competence: Journal of Management Studies, 12(2), 266-279. doi:https://doi.org/10.21107/kompetensi.v12i2.4962
  10. Herlambang, A. S., & Komara, E. (2021). Pengaruh Kualitas Produk, Kualitas Pelayanan, Dan Kualitas Promosi Terhadap Kepuasan Pelanggan (Studi kasus pada Starbucks Coffee Reserve Plaza Senayan). Jurnal Ekonomi, Manajemen Dan Perbankan (Journal of Economics, Management and Banking), 7(2), 56-64. doi:https://doi.org/10.35384/jemp.v7i2.255
  11. Ing, I., & Dahlan, K. (2023). The Influence Of Price, Location And Promotion On Customer Loyalty Mediated By Customer Satisfaction. International Journal of Social Service and Research, 3(10), 2681-2691. doi:https://doi.org/10.46799/ijssr.v3i10.568
  12. Khotimah, A. K. (2024). Analisis Sentimen Terhadap Kualitas Pelayanan. JATI (Jurnal Mahasiswa Teknik Informatika), 8(3), 3044-3048. doi:https://doi.org/10.36040/jati.v8i3.9520
  13. Kirilenko, A. P., Stepchenkova, S. O., & Dai, X. (2021). Automated topic modeling of tourist reviews: does the Anna Karenina principle apply? Tourism Management, 83. doi:https://doi.org/10.1016/j.tourman.2020.104241
  14. Kuo, F.-I., Fang, W.-T., & LePage, B. A. (2022). Proactive Environmental Strategies in the Hotel Industry: Eco-Innovation, Green Competitive Advantage, and Green Core Competence. Journal of sustainable tourism, 30(6), 1240-1261. doi:https://doi.org/10.1080/09669582.2021.1931254
  15. Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry. Managing Service Quality: An International Journal, 19(3), 308-331. doi:https://doi.org/10.1108/09604520910955320
  16. Law, R., Leung, R., & Buhalis, D. (2009). Information Technology Applications in Hospitality And Tourism: A Review of Publications From 2005 To 2007. Journal of Travel & Tourism Marketing, 26(5-6), 599-623. doi:https://doi.org/10.1080/10548400903163160
  17. Mariani, M. M., & Borghi, M. (2020). Online Review Helpfulness and Firms’ Financial Performance: An Empirical Study in A Service Industry. International journal of electronic commerce, 24(4), 421-449. doi:https://doi.org/10.1080/10864415.2020.1806464
  18. Mih?lcescu, C., Sion, B., Vl?gioiu, A., & Neagu, V. (2024). The Strategy of Diversifying the Services Offered by the Tripadvisor Company. Romanian Economic and Business Review, 19(1), 110-121.
  19. Özen, A. (2021). Evaluation of Tourist Reviews on TripAdvisor for the Protection of the World Heritage Sites: Text Mining Approach. Journal of multidisciplinary academic tourism, 6(1), 37-46. doi:https://doi.org/10.31822/jomat.876175
  20. Pangesti, E. N., Resmi, S., & Utami, A. M. (2024). Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada Badan Penyelenggaraan Jaminan Sosial Ketenagakerjaan Gunungkidul. Cakrawangsa Bisnis: Jurnal Ilmiah Mahasiswa, 5(1), 16-26. doi:https://doi.org/10.35917/cb.v5i1.481
  21. Permatasari, P. A., Linawati, L., & Jasa, L. (2021). Survei Tentang Analisis Sentimen Pada Media Sosial. Majalah Ilmiah Teknologi Elektro, 20(2), 177. doi:https://doi.org/10.24843/mite.2021.v20i02.p01
  22. Sanjiwani, A. T., Pitanatri, P. D. S., & Loanata, C. P. (2025). Big data analytics to understand guest sentiment: Time series study of TripAdvisor reviews for luxury hotel in Bali. Journal of Indigenous Culture, Tourism, and Language, 1(1), 61-73. doi:https://doi.org/10.35912/jictl.v1i1.3256
  23. Utami, H. C., Cahyadi, T. A., & Ernawati, R. (2023). Peramalan Harga Batubara Menggunakan Fuzzy Time Series Lee. Jurnal Sumberdaya Bumi Berkelanjutan (SEMITAN), 2(1), 67-77. doi:https://doi.org/10.31284/j.semitan.j.2023.v2i1.5148
  24. Wijaya, A. (2022). Analisis Sentimen Kepuasan Pelanggan pada Penyedia Layanan Pengantaran Makanan. JATISI (Jurnal Teknik Informatika dan Sistem Informasi), 9(3), 1699-1708. doi:https://doi.org/10.35957/jatisi.v9i3.2196
  25. Xiang, Z., Du, Q., Ma, Y., & Fan, W. (2017). A Comparative Analysis of Major Online Review Platforms: Implications For Social Media Analytics in Hospitality And Tourism. Tourism Management, 58, 51-65. doi:https://doi.org/10.1016/j.tourman.2016.10.001