CUSTOMER NEEDS AND PREFERENCES OF SUNDANESE RESTAURANTS IN BANDUNG CITY

• Main Author: Fadjariansyah Kusuma K, Falah
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/75532
• Institution: Institut Teknologi Bandung

Exploring and savoring local cuisine is an integral part of the tourist experience, allowing travelers to immerse themselves in the culture and traditions of a destination. In Bandung City, Sundanese restaurants play a crucial role in enhancing the overall tourist experience by showcasing the region's traditional flavors and cooking methods. However, there is a lack of understanding regarding customer needs and preferences as expressed in online reviews, particularly in relation to the five aspects of Food, Service, Price, Ambience, and Place. This study aims to address this gap by investigating the customer needs and preferences of Sundanese restaurants in Bandung City through analysis of customer online reviews. Using a text mining approach with natural language processing techniques, online review data was collected from Google Maps and analyzed using aspect-based sentiment analysis. The study collected a total of 9,876 customer need and preferences, consisting of 8,295 positive sentiments and 1,581 negative sentiments, providing valuable insights into customer preferences. Frequency-based analysis was also conducted to identify the most important customer needs and preferences in relation to Sundanese restaurants in Bandung City. The findings of this study contribute to a better understanding of customer expectations and can inform the development and growth of the tourism industry in the city.