Rancangan Dashboard Kualitas Pelayanan untuk Mendukung Pengambilan Keputusan pada Kampung Sumber Alam Garut

Abstract

Although Online Travel Agency (OTA) platforms provide structured customer feedback, many hospitality businesses still lack systematic mechanisms for capturing and integrating evaluations from walk-in guests. This limitation results in incomplete service quality assessment and constrains evidence-based managerial decision-making. To address this gap, this study proposes a hybrid Digital Feedback System (D-VoC) for Kampung Sumber Alam Garut, a resort serving both OTA and walk-in guests. The system integrates customer review data from both segments and develops a rule-based monitoring dashboard functioning as a tactical Decision Support System (DSS). Service performance was evaluated using the SERVPERF method across the five RATER dimensions, while narrative reviews were analyzed through an N-gram-based Aspect-Based Sentiment Analysis (ABSA) pipeline that classifies complaints into 25 standardized categories. The dashboard, developed using Python, Streamlit, and Plotly, automatically generates KPI cards, dimension-level visualizations, and a Fishbone (6M)-based recommendation matrix at both the macro (service-dimension) and micro (complaint-category) levels. It is operated by the Front Office Department Head through a structured workflow consisting of login, monitoring, filtering, review, and data-upload processes. Data were collected from 100 respondents, comprising 65% OTA guests and 35% walk-in guests. Black-box testing confirmed that all input, processing, and output functions—including user authentication, OTA data upload, real-time score computation, and DSS visualization—performed as intended. The overall service performance score was 4.50 (excellent), with Responsiveness achieving the highest score (4.65) and Tangibles the lowest (4.24). Approximately 10% of customer reviews expressed negative sentiment. Fishbone and Five Whys analyses identified the Tangibles gap as primarily resulting from inadequate housekeeping cross-check procedures, the absence of standardized deep-cleaning protocols, and insufficient preventive maintenance of room facilities. The proposed dashboard provides management with a practical tool for periodic performance monitoring, early warning, and data-driven prioritization to support continuous service quality improvement.