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
no article
44
Files
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 27, 2025, https://insyma.org/proceedings/items/show/355.