Factors Determination of Service Dissatisfaction at PT XYZ Based on Negative Google Maps Reviews Using Topic Modeling Method (Latent Dirichlet Allocation)

Dublin Core

Title

Factors Determination of Service Dissatisfaction at PT XYZ Based on Negative Google Maps Reviews Using Topic Modeling Method (Latent Dirichlet Allocation)

Creator

Fanji Hari Suhendro, Yenny Maya Dora

Proceedings Item Type Metadata

meta_title

Factors Determination of Service Dissatisfaction at PT XYZ Based on Negative Google Maps Reviews Using Topic Modeling Method (Latent Dirichlet Allocation)

Abstract/Description

This research aims to analyze the main topics underlying negative reviews of PT XYZ's laboratory & clinic services. The negative review data was manually collected and processed using the Latent Dirichlet Allocation (LDA) method. The analysis was conducted on 1129 negative reviews, revealing a dominance of topic 3 with a percentage of 88.57%, which focuses on the interaction between dentists and patients. The research results indicate that the friendliness of doctors and the availability of medicine at clinics are significant factors influencing user dissatisfaction. Furthermore, other identified topics also highlight aspects such as patient experiences in obtaining healthcare services, medical procedures, and negative experiences with doctors. This research provides insights into areas requiring improvement to enhance the quality of healthcare services.

publication_date

2025/06/15

pdf_url

https://insyma.org/proceedings/files/articles/Fanji_Hari_Suhendro.pdf

abstract_html_url

https://insyma.org/proceedings/items/show/355

keywords

Topic modeling, user review, topic analysis.

firstpage

262

lastpage

266

issn

3047-857X

conference

Proceedings of the International Symposium on Management (INSYMA)

Volume

22

publisher_name

Fakultas Bisnis dan Ekonomika, Universitas Surabaya

Author #1

Fanji Hari Suhendro

Author #2

Yenny Maya Dora

no article

44

authors

Fanji Hari Suhendro, Yenny Maya Dora

Files

Fanji_Hari_Suhendro.pdf

Citation

Fanji Hari Suhendro, Yenny Maya Dora, “Factors Determination of Service Dissatisfaction at PT XYZ Based on Negative Google Maps Reviews Using Topic Modeling Method (Latent Dirichlet Allocation),” Proceedings of the International Symposium on Management (INSYMA), accessed July 1, 2025, https://insyma.org/proceedings/items/show/355.

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