https://mail.insyma.org/proceedings/files/original/articles/Fanji_Hari_Suhendro.pdf Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Proceedings of the International Symposium on Management (INSYMA) (Vol 22, 2025) Proceedings meta_title Factors Determination of Service Dissatisfaction at PT XYZ Based on Negative Google Maps Reviews Using Topic Modeling Method (Latent Dirichlet Allocation) Author #1 Fanji Hari Suhendro Author #2 Yenny Maya Dora Abstract/Description This research aims to analyze the main topics underlying negative reviews of PT XYZ's laboratory & clinic services. The negative review data was manually collected and processed using the Latent Dirichlet Allocation (LDA) method. The analysis was conducted on 1129 negative reviews, revealing a dominance of topic 3 with a percentage of 88.57%, which focuses on the interaction between dentists and patients. The research results indicate that the friendliness of doctors and the availability of medicine at clinics are significant factors influencing user dissatisfaction. Furthermore, other identified topics also highlight aspects such as patient experiences in obtaining healthcare services, medical procedures, and negative experiences with doctors. This research provides insights into areas requiring improvement to enhance the quality of healthcare services. keywords a;b;c;d Topic modeling, user review, topic analysis. publication_date 2025/06/20 2025/06/15 pdf_url https://insyma.org/proceedings/files/articles/Fanji_Hari_Suhendro.pdf abstract_html_url https://insyma.org/proceedings/items/show/ https://insyma.org/proceedings/items/show/355 firstpage 262 lastpage 266 issn 3047-857X 3047-857X conference Proceedings of the International Symposium on Management (INSYMA) Proceedings of the International Symposium on Management (INSYMA) publisher_name Fakultas Bisnis dan Ekonomika, Universitas Surabaya Fakultas Bisnis dan Ekonomika, Universitas Surabaya no article 44 Volume 22 authors Fanji Hari Suhendro, Yenny Maya Dora Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Factors Determination of Service Dissatisfaction at PT XYZ Based on Negative Google Maps Reviews Using Topic Modeling Method (Latent Dirichlet Allocation) Creator An entity primarily responsible for making the resource Fanji Hari Suhendro, Yenny Maya Dora