RESUMEN
Purpose: In this study, we present a web-based application that retrieves hotel review documents in Indonesian languages from an online travel agent (OTA) and analyses their sentiments from the coarse-grained document to the fine-grained aspect level. Design: /Methodology/Approach: There are four main stages in this study: development of sentiment analysis model at the document level based on a convolutional neural network (CNN), development of sentiment analysis model at the aspect level based on an improved long short-term memory (LSTM), model deployment for multilevel sentiment analysis in a web-based application, and its performance evaluation. The developed application uses several sentiment visualizations types at coarse-grained and fine-grained levels, such as pie charts, line charts, and bar charts. Finding: The application's functionality was demonstrated in practice based on three datasets from three OTA websites, which were analyzed and evaluated based on several matrices, namely, the precision, recall, and F1-score. The results revealed that the performance for the F1-score was 0.95 ± 0.03, 0.87 ± 0.02, and 0.92 ± 0.07 for document-level sentiment analysis, aspect-level sentiment analysis, and aspect-polarity detection, respectively. Originality: The developed application (Sentilytics 1.0) can analyze sentiment at document and aspect levels. The two levels of sentiment analysis are based on two models generated by fine-tuning CNN and LSTM models using specific architectures and domain data (Indonesian hotel reviews).
