Analysis of Yogyakarta Coffee Shop Visitor Reviews To Increase Customer Satisfaction Using Sentiment Analysis
Argaditia Mawadati (a*), Windyaning Ustyannie (b), Agus Hindarto Wibowo (a), and Risma Adelina Simanjuntak (a)

a) Departement of Industrial Engineering, Faculty of Industrial Technology, Institut Sains & Teknologi AKPRIND Yogyakarta, Indonesia
*mawadati[at]akprind.ac.id
b) Departement of Computer System Engineering, Faculty of Information Technology and Business, Institut Sains & Teknologi AKPRIND Yogyakarta, Indonesia

Abstract

Visitor reviews written on Google Reviews can show the quality of a product or business. In fact, it can also indirectly be a promotion that can attract new consumers. There is a lot of information that can be processed from Google Review that is useful for improving business quality and customer satisfaction. One method that can be used to analyze review data is sentiment analysis. This study will analyze the reviews of coffee shop visitors in the Yogyakarta area written on Google Rewies. Visitor reviews analyzed using sentiment analysis to see if visitor reviews tend to be positive or negative. So that coffee shop business voters can see the level of customer satisfaction and find out what things need to be maintained and improved to increase customer satisfaction. The results of the sentiment analysis show that more words are detected as positive than negative. Coffee shop visitors in Yogyakarta showed more positive emotions about their experiences when visiting coffee shops, which means most visitors are satisfied with the services and products offered by coffee shop owners in Yogyakarta. Visitors most often write about good coffee, price, friendly, suitable, spacious parking, hanging out, comfortable, food, service, taste, and nugas. Thus, coffeeshop owners should focus on that things to increase on their customer satisfaction.

Keywords: customer review, customer satisfaction, sentiment analysis

Topic: Big Data and Analytics