Analisis Sentimen Layanan Hotel Menggunakan Algoritma Extra Trees: Studi Kasus pada Ulasan Pelanggan

Abstract

This research aims to analyze the sentiment of hotel services based on customer reviews using the Extra Trees algorithm. This method was tested on a dataset containing customer reviews about hotel services. The evaluation is done by taking into account the accuracy, precision, recall, and F1 score of the developed model. The results showed that the Extra Trees algorithm was able to achieve an accuracy of 85.05%, with a precision of 84.46%, a recall of 97.00%, and an F1 score of 90.17%. These findings indicate that the Extra Trees algorithm has good performance in analyzing hotel service sentiment based on customer reviews. The implication of this research is to provide guidance to hotels to understand and improve their service quality based on feedback from customers. In addition, this research can also be the basis for further development in the field of sentiment analysis and customer service in the tourism industry.