Tourism in 2019 predicted will be the biggest foreign exchange income for Indonesia. According to the collected data, the biggest expenditure from international tourist is accommodation such as hotel, resort, villa, and any other kinds of accommodation. If the bad services given to customer, the customer won’t be patronized to that hotel again and it can be affecting the income of the hotel. The purposes of this research are to determine the customer requirement from hotel based on TripAdvisor and to choose the technical requirement to develop for fulfill the customer requirement. Latent Dirichlet Allocation (LDA) used in this research as a method to determine the customer requirement based on review from TripAdvisor. An output from LDA method will be used for input in Voice of Customer (VOC) in HOQ method. Hotel X selected to be a case study for implemented the integration of LDA and QFD. Questionnaire was spread to the respondent for the purposes to filling the HOQ. Relative importance from HOQ with the highest score will be determined as the main point to be developed by the hotel for fulfill the customer requirement, the main point to be developed are
layered control and daily evaluation. Suggestion given to Hotel X using output from HOQ method. The suggestion for Hotel X were unannounced inspections and notes for list of problem to be solved immediately by the hotel. |