Extracting Linguistic Properties to Predict Customer Satisfaction

The ability to determine the online reviews from consumers is essential for properties manager and owner in order to enhance their quality of service, consumer loyalty and revenue. The proliferation of data in online platforms established the need to explore the information within it and creates usable insight for businesses. This study aims to analyze reviewer behavior and style of individual customer reviews. Each factor is analyzed toward the overall customer rating to determine the writing characteristics of the reviewers based on the score they gave on the review platform. The reviews are gathered from Traveloka.com with location boundaries in Bandung Raya that encompass Bandung city, Cimahi city, West Bandung Regency, and Bandung Regency. The research uses multiple linear regression analysis to determine the effect of the linguistic behavior factor. This study assessed whether linguistic properties play a significant part in evaluating customer overall satisfaction. The results of the research finding show that linguistic properties play a part in predicting customer satisfaction.