KnE Social Sciences

Published date: Dec 03 2025

Journal Title: KnE Social Sciences

Issue title: The 5th International Conference on Tourism, Gastronomy, and Tourist Destination (TGDIC 2025)

Pages: 248 - 259

DOI: 10.18502/kss.v10i29.20269

Rina Suprinarinasuprina@iptrisakti.ac.idTrisakti Institute of Tourism, Jakarta

Amalia MustikaTrisakti Institute of Tourism, Jakarta

Myrza RahmanitaTrisakti Institute of Tourism, Jakarta

Arief Faizal RachmanTrisakti Institute of Tourism, Jakarta

Wenda Wahyu ChristiyantoInstitut Teknologi dan Bisnis PGRI Dewantara, Jombang

Jakarta, as Indonesia’s capital, offers a unique blend of historical landmarks, cultural richness, and urban vibrancy. However, its tourism image is often challenged by infrastructural and environmental issues. This study examines Jakarta’s destination image by employing opinion mining techniques on digital reviews posted on TripAdvisor and Google Maps. Focusing on three major attractions—Taman Impian Jaya Ancol, Monumen Nasional (Monas), and Kota Tua—the research adopts a qualitative-exploratory approach supported by text network analysis via InfraNodus. Six dominant thematic clusters were identified: Jakarta attractions, family-friendly experiences, Ancol activities, ticketing experiences, historical monuments, and food enjoyment. Sentiment analysis revealed a spectrum of perceptions: positive reviews highlighted Jakarta’s diverse offerings and family-oriented spaces, while negative sentiments centered on poor facility maintenance, long queues, and underwhelming service quality. Neutral comments often combined appreciation with critiques, particularly regarding accessibility and cleanliness. Findings reveal a disparity between Jakarta’s tourism potential and the actual visitor experience. To address the results, the study recommends improved infrastructure management, integrated digital information systems, and enhanced frontline service training. Moreover, institutionalizing opinion mining within tourism governance may inform data-driven policy and city branding strategies. Jakarta’s ability to blend historical depth, local culture, and urban leisure underlines its multifaceted identity. Nevertheless, sustainable improvements in service delivery and infrastructure are crucial to elevate its image in the eyes of domestic and international tourists.

Keywords: destination image, opinion mining, Jakarta tourism, sentiment analysis, user-generated content

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