Proceedings of the 4th International Conference of Research on Language 2025 (IROLE 2025)

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Sentiment Analysis and Thematic Exploration of 1-Star Google Reviews for Local Coffee Shops

Authors
Alfelia Nugky Permatasari1, *, Tri Nuraniwati1
1Vocational College, Universitas Gadjah Mada, Special Region of Yogyakarta, Indonesia
*Corresponding author. Email: alfelia.nugky.p@ugm.ac.id
Corresponding Author
Alfelia Nugky Permatasari
Available Online 28 April 2026.
DOI
10.2991/978-2-38476-563-8_25How to use a DOI?
Keywords
coffee shops; customer dissatisfaction; google reviews; sentiment; thematic analysis
Abstract

A high overall review rating (>4.5 stars) on Google does not guarantee zero 1-star reviews on local coffee shops in Yogyakarta. A number of these 1-star reviews reveal that there are still significant areas of dissatisfaction among customers. This research aims to understand the specific sentiments and concerns customers express in their negative reviews. Using qualitative data analysis utilizing ATLAS.ti software, this research identifies existing sentiment and areas of customer dissatisfaction, which is valuable information for local coffee shop businesses to improve their services and address customer concerns. Overall, the research findings reveal that 1-star reviews of highly rated coffee shops in Yogyakarta express a mix of positive, neutral, and negative sentiments, with dissatisfaction mainly centered around service quality, employee behavior, product issues, and ambiance. These insights highlight key areas for improvement despite the coffee shops’ high overall Google ratings.

Copyright
© 2026 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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Volume Title
Proceedings of the 4th International Conference of Research on Language 2025 (IROLE 2025)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
28 April 2026
ISBN
978-2-38476-563-8
ISSN
2352-5398
DOI
10.2991/978-2-38476-563-8_25How to use a DOI?
Copyright
© 2026 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.

Cite this article

risenwbib
TY  - CONF
AU  - Alfelia Nugky Permatasari
AU  - Tri Nuraniwati
PY  - 2026
DA  - 2026/04/28
TI  - Sentiment Analysis and Thematic Exploration of 1-Star Google Reviews for Local Coffee Shops
BT  - Proceedings of the 4th International Conference of Research on Language 2025 (IROLE 2025)
PB  - Atlantis Press
SP  - 333
EP  - 344
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-563-8_25
DO  - 10.2991/978-2-38476-563-8_25
ID  - Permatasari2026
ER  -