ANALYSIS OF CUSTOMER SATISFACTION LEVELS ON SERVICE QUALITY IN “THE ONSEN HOT SPRING RESORT SONGGORITI BATU”

The study conducted an analysis of online reviews to evaluate customer satisfaction with the service quality at The Onsen Hot Spring Resort Songgoriti. By examining these reviews, valuable insights were gathered to assess service standards and pinpoint areas for improvement within hotels. Specifically, the evaluation of The Onsen Hot Spring Resort Songgoriti aimed to measure overall customer contentment, identify key aspects of service quality highlighted in reviews, and use a qualitative method to assess both strengths and weaknesses. Approximately 70% of the reviews expressed satisfaction, emphasizing the overall positive atmosphere and enjoyable stay. Conversely, around 20% of the reviews conveyed negative sentiments, with common themes including concerns about food, room conditions, occasional delays in services, and isolated incidents of dissatisfaction. The study focused on identifying recurring keywords, phrases, and topics within the reviews to gain a deeper understanding of the aspects of the resort's services that contributed to positive or negative sentiments. Guests highly appreciated the resort's emphasis on offering a traditional Japanese onsen experience, such as providing yukata robes and a tranquil environment, which significantly contributed to their positive feedback. However, the study also identified service quality, particularly in terms of customer service and communication, as an area requiring improvement