ANALISIS KEPUASAN TAMU BERBASIS ONLINE REVIEW PLATFORM DIGITAL PADA HOTEL GRAND WHIZ MEGAMAS MANADO

  • Natania Laheba Hotel Grand Whiz Megamas Manado
  • Bet El SIlisna Lagarense Jurusan Pariwisata, Politeknik Negeri Manado
  • Wilson Kamarudin Jurusan Pariwisata, Politeknik Negeri Manado
  • Seska Meily Hermin Mengko Politeknik Negeri Manado
DOI: https://doi.org/10.35729/jhp.v9i2.171
Keywords: guest satisfaction, online review, digital platforms, hotel, service quality.

Abstract

This study aims to analyze guest satisfaction and identify the factors influencing satisfaction based on online reviews on digital platforms at Grand Whiz Megamas Manado Hotel. The study employed a descriptive mixed-methods approach by combining quantitative and qualitative analyses. The data consisted of 141 guest reviews collected from Traveloka, Agoda, and Tiket.com during the April–June 2025 period. Quantitative analysis was conducted using descriptive statistics to determine the level of guest satisfaction, while qualitative analysis was performed by categorizing guest comments into themes reflecting their stay experiences. The findings indicate that the overall level of guest satisfaction was very high. A
total of 70.92% of the reviews were categorized as very satisfied, while 24.82% were categorized as satisfied. Sentiment analysis also revealed that most comments expressed positive opinions. The main factors contributing to guest satisfaction included staff friendliness and service quality, hotel cleanliness, room comfort, strategic location, and food quality. However, several issues were still reported, including limited room size, longer check-in time, lack of room views in some room types, and several facility-related concerns. The findings demonstrate that online reviews provide valuable information for evaluating service quality and can be used by hotel management as a reference for improving service performance, maintaining guest satisfaction, and strengthening the hotel's reputation on digital booking platforms

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Published
2026-07-30
How to Cite
Laheba, N., Lagarense, B., Kamarudin, W., & Mengko, S. (2026, July 30). ANALISIS KEPUASAN TAMU BERBASIS ONLINE REVIEW PLATFORM DIGITAL PADA HOTEL GRAND WHIZ MEGAMAS MANADO. HOSPITALITY AND TOURISM, 9(2). https://doi.org/https://doi.org/10.35729/jhp.v9i2.171
Issue
Vol 9 No 2 (2026): JURNAL HOSPITALITI DAN PARIWISATA
Section
Hospitality and Tourism
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