Sentiment Analysis of Online Reviews: Understanding Visitor Perception at Subak Sembung Ecotourism, Bali

DOI

10.2991/978-94-6463-882-0_85How to use a DOI?

Keywords

Online Reviews; Sentiment Analysis; Subak Sembung Ecotourism; Visitor Perception

Abstract

The user-generated content (UGC) available on platforms such as Google Reviews not only reflects the visitor experience directly, but also provides insight into aspects of the destination that require attention, such as natural beauty, facilities, and cleanliness. The objective of this research is to conduct a comprehensive analysis of visitor perceptions through the examination of online reviews, with the aim of providing insights that can inform the management of Subak Sembung Ecotourism. This research employs a quantitative-descriptive methodology, utilising data collection techniques such as web scraping through Google Maps, sentiment analysis using the BERT model integrated with Google Spreadsheet, and the visualisation of the results of the analysis. The results demonstrated that the majority of reviews (77.1%) were positive, indicating that the majority of visitors were satisfied with their experience at the ecotourism centre. Conversely, 15.7% of the reviews were neutral, indicating that some visitors may have had a fairly positive experience but did not provide any particularly noteworthy feedback. A relatively low proportion of visitors (7.2%) expressed negative sentiments in their reviews, indicating that the majority were satisfied with the tourist location. Additionally, the mean score demonstrated a downward trajectory from 2017 to 2024, suggesting a potential decline in visitor satisfaction. Nevertheless, in general, Subak Sembung Ecotourism remains a popular destination, especially on weekends. The primary attraction is the natural beauty and atmosphere conducive to sports and recreational activities.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Randhi Nanang Darmawan
AU  - Nyoman Ariana
PY  - 2025
DA  - 2025/11/14
TI  - Sentiment Analysis of Online Reviews: Understanding Visitor Perception at Subak Sembung Ecotourism, Bali
BT  - Proceedings of the International Conference on Sustainable Green Tourism Applied Science - Social Applied Science 2025 (ICOSTAS-SAS 2025)
PB  - Atlantis Press
SP  - 750
EP  - 759
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-94-6463-882-0_85
DO  - 10.2991/978-94-6463-882-0_85
ID  - Darmawan2025
ER  -