SENTIMENT ANALYSIS IN SERVICE QUALITY OF EUGENE’S VILLA OF BALER BASED ON AIRBNB REVIEWS

New events that affect consumer behaviour after visiting rental properties emerge as technology develops. The exchange of travel-related information and reviews of holiday experiences on online booking and feedback sites is an aspect of these events. The goal of this study is to determine how satisfied customers are with hotel and accommodation. To further enhance the quality of their services, the researchers used the hotel's Airbnb reviews to gain a deeper understanding of the management techniques and resources used by the Villa. This study looked at customer reviews using sentiment analysis and multiclass classification. Between 2018 and 2022, Airbnb gathered customer opinions and reviews. The acquired data were looked at using sentiment analysis. According to the sentiment analysis's findings, Eugene's Place Villa offers good customer service, with 70% favourable and only 30% of negative sentiments. Additionally, all reviews were multiclass classified into five SERVQUAL qualities. The overview of the most talked-about subjects by consumers in their evaluations was discovered by interpreting the results. This study provides information that businesses, especially those in the tourism sector, can use to better understand their clients and raise the bar on the quality of their services.