SENTIMENT ANALYSIS OF CUSTOMERS IN SIARGAO BLEU RESORT AND SPA
DOI:
https://doi.org/10.55197/qjssh.v4i3.230Keywords:
sentiment, positive, negative, feedback, resortAbstract
This study generally aimed to know the sentiment analyses of customers’ overall satisfaction at Siargao Bleu Resort and Spa, located in Surigao Del Norte, using the SERVQUAL tool. The researchers aimed to determine the rate and positive and negative assessments of customers towards Siargao Bleu Resort and Spa. This study is qualitative research utilizing a phenomenological research design. The study's target population is not only limited to travelers; it is also open to individuals who have openly responded and given their feedback. In gathering the data and information, researchers focused on TripAdvisor for the online reviews and feedback from customers from the years 2019-2021. The researchers used feedback from this online travel agency, which was interpreted and analyzed through thematic analysis. The data will be analyzed using codes that impose highly positive, positive/negative, neutral, and highly negative ratings based on the words and statements used to manually scrutinize the reviews. The majority of the feedback has a rating of 5 stars, which is 31 out of 74 feedbacks gathered, which is interpreted as highly positive, followed by those with high negative feedback. The researchers have concluded that those who have highly positive feedback toward Siargao Bleu have sentiments that indicate that the customers are very particular about the tangible dimension of a resort. The majority of the highly negative and negative sentiments of the customers show that the responsiveness and reliability dimensions affect the satisfaction of the customers. Tangibles such as facilities and responsiveness, such as the approachability of the staff, matter most to the customers. The researchers highly recommend this study to the following possible recipients: It is recommended for customers and tourists to assess the experience of other people based on their feedback towards the service and performance of Siargao Bleu Resort and Spa before they visit.
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