Mapping Tourists’ Destination (Dis)Satisfaction Attributes with User-Generated Content

Woohyuk Kim,Eunhye Park,Sung-Bum Kim

doi:10.3390/su132212650

Woohyuk Kim, Eunhye Park + Show 1 more

Open Access

https://doi.org/10.3390/su132212650

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Abstract

Although the tourism industry has increasingly used social media, there has been little empirical research in terms of the attributes of tourist satisfaction and dissatisfaction with user-generated contents. The purpose of this study is to explore the attributes of tourist satisfaction and dissatisfaction through user-generated contents. We collected data from online review platforms. Our data include historical online reviews, names of reviewers, ratings, location, helpful votes, date of visits, and contributions. In terms of results, the study found 30 key topics related to tourist satisfaction and dissatisfaction. Additionally, we found three clusters (i.e., holiday experience, attractions and facilities, and food experience). Lastly, we that suggested rating levels are different based on the type of tourists (i.e., domestic and international). This study provides discussions and implications for tourism research and industry practices.

Highlights

We found Google reviews to have limited metadata compared to dedicated online review platforms (e.g., TripAdvisor and Yelp)
The tourism industry has increasingly adopted user-generated content as a source of data on customer experiences, there have been few empirical studies identifying the dimensions of tourist satisfaction and dissatisfaction using user-generated content [13,47]
This study explored text mining as a means of identifying the key aspects shared by tourists in their online reviews

Summary

Introduction

The tourism industry has increasingly used social media, there has been little empirical research in terms of the attributes of tourist satisfaction and dissatisfaction with usergenerated contents. The study found 30 key topics related to tourist satisfaction and dissatisfaction. The use of social media is already a mainstream practice in the tourism industry, and it has already become a topic of recent study within the tourism industry [2,3]. These reviews are composed of textual data, which accrues into “big data” motherlodes of information—.

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