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Visitor Perceptions of Post-Fire Museum X in Online Reviews:: Sentiment Analysis and Topic Modelling

International Journal of Language Teaching and Education · Vol. 10 No. 2 (2026) · hlm. 205–218

DOI
10.22437/ijolte.v10i2.58880
ISSN
2598-2303, 2614-1191
Terbit
2026-09-21
Penerbit
Universitas Jambi, Magister Program of English Education Department
Bahasa
en
Lisensi
creativecommons.org/licenses/by/4.0

Abstrak

In the digital era, online reviews have increasingly become a valuable source of user-generated language data for understanding users’ experiences, evaluations, and opinions. This study examines public perceptions of Museum X after its post-fire reopening through Google Maps online reviews as the data source. The corpus comprised 1,822 Indonesian-language reviews published from 15 October 2024–1 June 2026. The study combines lexicon-based sentiment analysis using the Indonesian Sentiment Lexicon (InSet) and BERTopic topic modelling to identify lexical polarity and dominant museum visitor experience issues. The results show that positive lexical sentiment was the largest category (46.54%), followed by negative (32.38%), no coverage (17.29%), and neutral (3.79%). The mean rating was high at 4.69 out of 5. A manual validation on a stratified sample (n = 249) yields 81.5% agreement (κ = 0.72) and confirms that no-coverage reviews are predominantly sentiment-bearing. BERTopic produced five regular topics and an outlier cluster, with the dominant topic concerning ticketing, entry, services, collections, and price (820 reviews), while the other topics captured historical-cultural collections, general positive impressions and comfort, family education, and history learning. Combining lexical sentiment, rating, and topic context shows that Museum X’s educational and historical value that visitors express in their reviews remains prominent, while ticketing and entry management require attention. The study demonstrates a transparent, coverage-aware workflow for service evaluation from unsolicited online feedback.

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Sumber metadata: OAI-PMH (metadata jurnal) https://online-journal.unja.ac.id/index.php/IJoLTE/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Visitor Perceptions of Post-Fire Museum X in Online Reviews:: Sentiment Analysis and Topic Modelling</dc:title>
	<dc:creator xml:lang="en">Fadli Fakhirin, Muhammad</dc:creator>
	<dc:creator xml:lang="en">Rahmi, Rahmi</dc:creator>
	<dc:creator xml:lang="en">Prabu Wibowo, Muhamad</dc:creator>
	<dc:subject xml:lang="en">Online reviews</dc:subject>
	<dc:subject xml:lang="en">Lexicon-based sentiment analysis</dc:subject>
	<dc:subject xml:lang="en">Topic modelling</dc:subject>
	<dc:subject xml:lang="en">BERTopic</dc:subject>
	<dc:subject xml:lang="en">Museum visitor experience</dc:subject>
	<dc:description xml:lang="en">In the digital era, online reviews have increasingly become a valuable source of user-generated language data for understanding users’ experiences, evaluations, and opinions. This study examines public perceptions of Museum X after its post-fire reopening through Google Maps online reviews as the data source. The corpus comprised 1,822 Indonesian-language reviews published from 15 October 2024–1 June 2026. The study combines lexicon-based sentiment analysis using the Indonesian Sentiment Lexicon (InSet) and BERTopic topic modelling to identify lexical polarity and dominant museum visitor experience issues. The results show that positive lexical sentiment was the largest category (46.54%), followed by negative (32.38%), no coverage (17.29%), and neutral (3.79%). The mean rating was high at 4.69 out of 5. A manual validation on a stratified sample (n = 249) yields 81.5% agreement (κ = 0.72) and confirms that no-coverage reviews are predominantly sentiment-bearing. BERTopic produced five regular topics and an outlier cluster, with the dominant topic concerning ticketing, entry, services, collections, and price (820 reviews), while the other topics captured historical-cultural collections, general positive impressions and comfort, family education, and history learning. Combining lexical sentiment, rating, and topic context shows that Museum X’s educational and historical value that visitors express in their reviews remains prominent, while ticketing and entry management require attention. The study demonstrates a transparent, coverage-aware workflow for service evaluation from unsolicited online feedback.</dc:description>
	<dc:publisher xml:lang="en">Universitas Jambi, Magister Program of English Education Department</dc:publisher>
	<dc:date>2026-09-21</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Research Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://online-journal.unja.ac.id/IJoLTE/article/view/58880</dc:identifier>
	<dc:identifier>10.22437/ijolte.v10i2.58880</dc:identifier>
	<dc:source xml:lang="en">International Journal of Language Teaching and Education; Vol. 10 No. 2 (2026): International Journal of Language Teaching and Education; 205-218</dc:source>
	<dc:source>2598-2303</dc:source>
	<dc:source>2614-1191</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://online-journal.unja.ac.id/IJoLTE/article/view/58880/25716</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 International Journal of Language Teaching and Education</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by/4.0</dc:rights>
</oai_dc:dc>