Identifikasi Ulasan Wisatawan Daring untuk Meningkatkan Layanan Destinasi Wisata

  • Ni Wayan Anggreni Akademi Pariwisata Denpasar
  • I Made Artayasa Universitas Ngurah Rai
  • I Wayan Sukita Akademi Pariwisata Denpasar
DOI: https://doi.org/10.53356/diparojs.v5i2.99
Keywords: tourism, online reviews, tourist perception, destination services, sustainability

Abstract

Tourism is a strategic sector in Indonesia's national development with significant contributions to the economy and cultural image of the nation. However, the quality of tourist destination services remains a major challenge, especially in facing the dynamics of digital tourist behavior that increasingly relies on online reviews as the main reference. This study aims to explore tourist perceptions of services and sustainability of tourist destinations in Indonesia through content analysis of digital reviews on Google Reviews. The approach used is descriptive qualitative with thematic analysis methods of domestic and foreign tourist reviews published between March and May 2025. The study focused on three leading destinations: Borobudur Temple, Nusa Penida, and Komodo National Park. The results of the study show that service aspects such as natural beauty and historical value are highly appreciated, while ticket prices, infrastructure, and waste management are often criticized. There are striking differences in perception between domestic and foreign tourists, especially regarding expectations of comfort, cultural values, and service standards. In addition, tourist reviews also express concern for sustainability issues, including environmental preservation and conservation ethics. The conclusion of this study emphasizes the importance of utilizing online reviews as strategic data for decision-making in managing more inclusive, adaptive, and sustainable tourist destinations

References

Agarwal, K. (2016). How online reviews & ratings websites sites are changing the tourism; hospitality sector. Scholedge In-ternational Journal of Business Policy & Governance, 2(12), 1. https://doi.org/10.19085/journal.sijbpg021201

Ahmad, U. S. (2022). Implementasi Pari-wisata terhadap Perekonomian Indone-sia. Al-DYAS, 1(1), 81–96. https://doi.org/10.58578/aldyas.v1i1.1319

Berry, K. et al. (2024). Click, Search, Travel (pp. 17–42). https://doi.org/10.4018/979-8-3693-3972-5.ch002

Bhaskara, G. I. (2018). AIRBNB di Bali: Identifikasi Ulasan Online Wisatawan Asing Melalui Metode Netnography. Jurnal Master Pariwisata (JUMPA), 27. https://doi.org/10.24843/JUMPA.2018.v05.i01.p02

Bonn, M. A. et al. (2005). International ver-sus Domestic Visitors: An Examination of Destination Image Perceptions. Jour-nal of Travel Research, 43(3), 294–301. https://doi.org/10.1177/0047287504272033

Book, L. A. and Tanford, S. (2019). Measur-ing social influence from online traveler reviews. Journal of Hospitality and Tour-ism Insights, 3(1), 54–72. https://doi.org/10.1108/JHTI-06-2019-0080

Dávid, L. D. et al. (2024). Main trends in the tourism industry in Indonesia between 2020–2023. Journal of Infrastructure, Policy and Development, 8(11), 8162. https://doi.org/10.24294/jipd.v8i11.8162

Deng, T. et al. (2021). Managers’ Responses to Online Reviews for Improving Firm Performance: A Text Analytics Ap-proach. Communications of the Associa-tion for Information Systems, 49(1), 699–728. https://doi.org/10.17705/1CAIS.04937

Ernawati, D. P. (2019). Development of the Tourism Industry as the Motor of Eco-nomic Growth in Indonesia. Internation-al Journal of Science and Society, 1(4), 145–153. https://doi.org/10.54783/ijsoc.v1i4.300

Evelina, L. W. (2019). Komunitas adalah Pe-san: Studi Netnografi Virtual di Situs Wisata TripAdvisor. Warta ISKI, 1(02). https://doi.org/10.25008/wartaiski.v1i02.19

Gligorijevic, B. (2016). Review Platforms in Destinations and Hospitality (pp. 215–228). https://doi.org/10.1007/978-3-642-54089-9_15

Gretzel, U. and Yoo, K. H. (2008). Use and Impact of Online Travel Reviews. In In-formation and Communication Technol-ogies in Tourism 2008 (pp. 35–46). Springer Vienna. https://doi.org/10.1007/978-3-211-77280-5_4

Grizane, T. (2023). Sustainability of Tourism and the Environment. Environment. Technologies. Resources. Proceedings of the International Scientific and Practical Conference, 1, 70–73. https://doi.org/10.17770/etr2023vol1.7302

Haryana, A. (2020). Economic and Welfare Impacts of Indonesia’s Tourism Sector. Jurnal Perencanaan Pembangunan: The Indonesian Journal of Development Planning, 4(3), 300–311. https://doi.org/10.36574/jpp.v4i3.127

Kim, H.-K. (2013). Service Quality with Sat-isfaction and Loyalty in the Airline In-dustry. International Journal of Tourism Sciences, 13(3), 31–50. https://doi.org/10.1080/15980634.2013.11434679

Marhanah, S. (2017). Analysis of Local and Foreign Tourists Experience in Bandung. 1st International Conference on Islamic Economics, Business, and Philanthropy, 838–841. https://doi.org/10.5220/0007090908380841

Pratama, I. W. A. and Ramadhan, I. (2022). Studi Netnografi: Dimensi Kepuasan Wisatawan Nusantara Terhadap Homestay di Ubud. Jurnal Ilmiah Hospi-tality Management, 13(1), 26–33. https://doi.org/10.22334/jihm.v13i1.216

Rahmawati, E. D. et al. (2024). Tourist Loy-alty Analysis: The Influence of Service Quality and Emotional Value. Proceed-ing of International Conference on Sci-ence, Health, And Technology, 295–302. https://doi.org/10.47701/icohetech.v5i1.4195

Rasdi, A. L. M. et al. (2022). Local Commu-nity Perspective on Responsible Tourism and Destination Sustainability. PLANNING MALAYSIA, 20. https://doi.org/10.21837/pm.v20i22.1143

Tjiptono, F. et al. (2022). Tourism Sustaina-bility in Indonesia: Reflection and Refor-mulation (pp. 139–159). https://doi.org/10.1007/978-981-16-5264-6_8

Yakubovskiy, S. and Kyrychenko, O. (2024). The Role of Digitalization in the Devel-opment of the Global Tourism Industry. Odesa National University Herald. Economy, 29(4(102)). https://doi.org/10.32782/2304-0920/4-102-15

Published
2025-05-31
How to Cite
Ni Wayan Anggreni, I Made Artayasa and I Wayan Sukita (2025) “Identifikasi Ulasan Wisatawan Daring untuk Meningkatkan Layanan Destinasi Wisata”, Jurnal Kajian dan Terapan Pariwisata, 5(2), pp. 37-48. doi: 10.53356/diparojs.v5i2.99.
Issue
Vol. 5 No. 2 (2025): Mei Issue
Section
Articles

Copyright (c) 2025 Ni Wayan Anggreni

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

The author whose manuscript is published agrees to the following conditions:

  1. Publication rights of all journal manuscripts published / published on the JKTP website are held by the editorial board with the author's knowledge (copyright remains the author's).
  2. The formal legal provisions for access to digital electronic journal articles are subject to the provisions of the CC Attribution-Non-Commercial 4.0 license, which means JKTP has the right to store, transfer media / formats, manage in the form of a database, maintain, and publish articles without asking permission from the author as long as the author's name remains as the copyright owner.
  3. Manuscripts published / published in print and electronically are open access for the purpose of education, research and libraries. Apart from these purposes, the editorial board is not responsible for violations of copyright law.