Tourist Dissatisfaction Research Articles

Evaluating Tourist Dissatisfaction with Aspect-Based Sentiment Analysis Using Social Media Data

Tourism satisfaction is essential for encouraging tourists to stay longer, spend more and return. However, visitor dissatisfaction can also prove useful for understanding any shortcomings of a tourist destination, and Twitter, Instagram and TripAdvisor reviews might be able to provide an insight into tourist perceptions and experiences. This study examines the major causes of tourist dissatisfaction with a tourism destination using an aspect-based sentiment analysis approach to understand the key points of negative tweets, posts or reviews. We examined 19,340 tweets, 7,712 Instagram posts and 25,483 reviews about Granada in Spain in order to evaluate the negative user's perceptions, discover management-related problems and provide feedback to destination management organizations to enable them to improve their services and operations. Our work contributes to computational methods to address tourism (dis)satisfaction with a process to identify the most important entities (places), an algorithm to identify aspects and opinions, and the use of word-trees to show the most important aspect-opinion tuples. In practical terms, we provide to tourism industry professionals and managers, as well as travelers, with methods to identify the reasons for tourist dissatisfaction from available social media data, in such a way that managerial strategies or travel plans can be improved.

Understanding asymmetric effects of attribute performance on tourist satisfaction with island tourism using user-generated data

PurposePast research often relies on linear relationship assumptions from the perspective of managers when studying the relationship between attribute performance and satisfaction. However, this study extracts tourists’ online reviews to explore asymmetric relationships and identifies island tourism satisfiers, hybrids and dissatisfiers.Design/methodology/approachThe research uses 3,523 reviews from Tripadvisor to examine Langkawi Island’s tourist satisfaction. Latent Dirichlet allocation (LDA) machine-learning approach, penalty–reward contrast analysis and asymmetric impact-performance analysis (AIPA) were employed to extract and analyse the data.FindingsLangkawi’s dissatisfiers included “hotel and restaurant”, “beach leisure”, “water sport”, “snorkelling”, “commanding view”, “waterfall”, “sky bridge walk”, “animal show”, “animal feeding”, “history culture”, “village activity” and “duty-free mall”. Amongst these, five were low performers. Hybrids encompassed “ticket purchasing”, “amenity” “traditional food market” and “gift and souvenir”, all of which were low performers. Only one attribute was categorised as a satisfier: “nature view” which performed exceptionally well.Practical implicationsThis study provides recommendations to enhance tourist satisfaction and address tourist dissatisfaction. The elements requiring immediate attention for enhancement are the five low-performance dissatisfiers, as they represent tourists’ fundamental expectations. Conversely, the satisfier or excitement factor (i.e. nature views – mangroves and wildlife) could be prominently featured in promotional materials.Originality/valueThis research constitutes an early endeavour to categorise attributes of island tourism into groups of satisfaction, hybrid or dissatisfaction based on user-generated data. It is underpinned by two-factor and three-factor theories.

Modernization of the Tourist Services Management System to Prevent Overtourism

Purpose: Development of a model of management of tourist services, which would allow to effectively counteract the negative consequences of overtourism and ensure the sustainable development of the tourism industry.
 Design/Method/Approach: An analytical method was used - the use of statistical data, scientific publications, official reports of tourist organizations to analyze the current state of the tourist market and identify the main problems related to overtourism. A case study method for conducting a detailed analysis of specific examples of tourist areas that have been negatively affected by overtourism and evaluating the measures taken.
 Findings: It is proposed to consider overtourism as a complex problem caused by the uncontrolled growth of the number of travelers in popular territories, which leads to the deterioration of the quality of life of residents and tourist dissatisfaction, the destruction of cultural and natural heritage, environmental damage, infrastructure problems, deterioration. The definition of tourismophobia as an extreme manifestation of overtourism is substantiated; a conceptual model of their relationship is proposed; global approaches to the assessment and prevention of overtourism are generalized to improve the management of tourist services in conditions of excessive tourism. Strategies for regulating overtourism at various stages of the life cycle of tourist destinations have been formed - a strategy for stimulating the development of tourism, a strategy for preventive response, a strategy for limiting tourist activity; a mechanism for managing tourist services based on strategies to overcome overtourism in mature tourist destinations was formed and substantiated; a set of measures to prevent overtourism in tourist areas is proposed.
 Theoretical Implications: The theoretical significance of the research results lies in clarifying and supplementing the understanding of the essence of overtourism and tourismophobia, the accumulation of scientific knowledge in the field of studying the consequences of overtourism for the host territories.
 Practical Implications: The practical significance of the study lies in the modernization of the system of assessment and prevention of overtourism in mature tourist destinations. According to the results of the developed mechanism of regulation of tourist services, taking into account the strategies for overcoming overtourism, it is possible to respond preventively to the main risks of overtourism problems. The author's proposed structural models of the impact of tourism on the population and perception of the destination by visitors, a set of measures to prevent overtourism can be used as a tool for planning the development of tourism.
 Originality/Value: The conceptual and terminological apparatus of overtourism is specified, the aspects of its negative impact on destinations are determined, and the world experience of assessing the impact of overtourism on the host territory is summarized. Strategies for regulating overtourism at various stages of the life cycle of tourist destinations have been formed and, on this basis, proposals for the development and improvement of the mechanism for managing tourist services to prevent overtourism have been formulated.
 Research Limitations/Future Research: The problem of overtourism has turned from local to global in recent years. To solve it, further research and the formation of a set of measures are necessary, which takes into account the interests of all subjects of the tourism and entertainment industry, and will also allow to preserve historical, cultural and natural monuments that constitute the heritage of the entire world society.
 Paper Type: Conceptual
 JEL Classification: F20, L14, R58

Increasing Tourist Revisit Intention in Garut Tourist Attractions: The Role of Destination Image and Tourist Satisfaction

Garut has plenty of attractive tourist destinations to visit, but there are several complaints about tourist dissatisfaction with the government regarding the poor quality of accommodation and safety at the attractions. This led to their reconsideration to not revisiting Garut again and prefer to choose other regencies for vacation. This study examines the importance of destination image dimensions: destination attractiveness, accommodation, as well as safety and security in Garut tourism towards tourist satisfaction to increase revisit intention. Data was obtained through online questionnaires with the Likert scale from 410 respondents who had visited Garut tourism. This study employs SEM-PLS, and the results show that destination attractiveness, accommodation, and safety & security, have a role in building revisit intention. The three elements of destination image have a positively significant role in increasing satisfaction, and tourist satisfaction also positively significantly affects revisit intention. The outcome of this study can be a new insight into literature regarding destination image, tourist satisfaction, and revisit intention, as well as offering a solution for government and tourism managers in Garut in developing tourist destinations. As attractive tourist destinations with a good quality of accommodation, completed by safety and security, will increase the satisfaction and revisit intention.

Pengaruh Penerapan Sapta Pesona Terhadap Kepuasan Wisatawan di Lokasi Wisata Taman Muko-Muko Kecamatan Tanjung Raya Kabupaten Agam

This research was conducted of dissatisfaction of tourists at Taman Muko-Muko who are influenced by the application of sapta pesona. This research aims to: 1) Know the Effect of Sapta Pesona Application on Tourist Satisfaction Visiting Muko-Muko Park, 2) Describe the Application of Sapta Pesona in Muko-Muko Park 3) Describe Tourist Satisfaction Visiting Muko-Muko Park. Research type is quantitative research with a causal associative approach. This research was carried out at the Muko-Muko Park tourist attraction, Tanjung Raya District, Agam Regency. The research population was tourists who had visited the Muko-Muko Park tourist attraction from January to June 2022 with a total of 6135 people. Selection of research samples using incidental sampling with a total sample of 84 people. Data collection uses a Likert Scale model questionnaire that has been tested for validity and reliability. The data analysis technique used simple linear regression analysis which was processed using the help of the SPSS version 22.00 program. The results showed that 1) there was a significant effect of the application of Sapta Pesona on tourist satisfaction of 29.8%, 2) the application of Sapta Pesona was in a good category with a level achievement score of 82.85% of the ideal score, 3) Tourist Satisfaction is in a good category with an achievement score of 83.68% of the ideal score.

Pengaruh Tourism Product Attributes Terhadap Tourist Satisfaction di Desa Wisata Kertayasa Kabupaten Pangandaran

Satisfaction is a crucial factor to success in the tourism business. The problem encountered by Kertayasa tourism village of Pangandaran regency is tourist dissatisfaction. Therefore, a strategy of tourism product attributes can increase tourist satisfaction. This study aims to determine the effect of tourism product attributes on tourist satisfaction. The type of research uses descriptive and verification, using an explanatory survey with a cross-sectional-method approach. The data were analysed using multiple linear regression. The sampling technique used purposive sampling, 135 tourists who had visited the Kertayasa tourism village of Pangandaran regency. The results showed that simultaneous and partial variables of tourism product attributes affect tourist satisfaction. The result of this study discloses that the dimension of attractions/experiences has the most impact on the rise of tourist satisfaction. The findings of this study are expected to advice the manager of Kertayasa tourism village in making a policy regarding the development of marketing strategies by improving the quality of tourism product attributes to increase tourist satisfaction.

Tourism, resort and recreation field: features, problems and prospects of development

Currently, it is not the best time for the development of tourism, resort and recreation sector. At the beginning of 2020, the main problem affecting the development of tourist flows around the world was the coronavirus pandemic. In general, tourism began to function gradually due to pandemic restrictions and corresponding requirements for tourists. Nowadays, the development of tourism, resort and recreation sphere is affected by the full-scale war of Russia against Ukraine. Under such conditions, there is a need for the formation of strategies for the balanced development of the tourism industry and the resort and recreation sphere. That is why the process of researching the peculiarities of tourism, resort and recreation sphere, identifying problems and further prospects for development is quite relevant and important. The purpose of the article is the process of researching the peculiarities of tourism and the resort and recreation sphere, identifying problems and further prospects for development. Peculiarities of tourism and the resort-recreational sphere have been studied, taking into account the problems and further development prospects. The model of the relationship between tourism and the resort-recreation sphere is characterized, which takes into account the absorbing effect of the sanatorium-resort sphere using types of health tourism. It was emphasized that the relationship between tourism, resort and recreation sphere will bring a significant result of the socio-economic development of the country and individual regions as a whole. Socio-economic factors of the influence of the tourism and resort-recreation sphere on the development of regions have been determined, among them: an increase in the income of local budgets, the creation of new jobs and a decrease in the unemployment rate, ensuring the increase in the standard of living of the population, the development of related industries, and the modernization of social and industrial infrastructure. The concept of effective functioning of the tourism and resort-recreation sphere of the region is characterized, which provides for an improved management system (personnel, marketing, financial), harmonization of the legal and regulatory framework, modernization of management mechanisms and tools, modification of the services provided. The main problems of the development of tourism and the resort and recreation sphere of Ukraine have been identified: an unimproved legal framework, lack of mechanisms for innovation and investment activation, insufficient development of infrastructure, outdated material and technical base, which leads to low comfort and living conditions, dissatisfaction of tourists. It was emphasized that the main fundamental directions of the development of recreational areas are: greening of the economy and production processes, preservation of the natural environment and reproduction of recreational natural resources, the creation of free recreational economic zones and the expansion of the tourism-ecological network in Ukraine. Keywords: tourism, recreation, potential, region, balanced development.

Augmented reality and the enhancement of memorable tourism experiences at heritage sites

ABSTRACT Augmented reality (AR) has revolutionized the tourist experience, presenting an opportunity to generate meaningful engagement with unique culture and heritage. Despite the potential, a limited empirical inquiry has assessed the efficacy of AR for the creation of memorable heritage tourism experiences (MTEs). Consequently, this research aims to examine the efficacy of AR for enhancing the memorability of tourism experiences (MTE) at heritage sites, the such as Great Wall of China, using a smartphone app, equipped with four interrelated AR heritage tourism experiences, used by visitors. Applying one-group pre–post quasi-experimental design (n = 275), respondents’ MTEs were examined, compared and contrasted with and without the AR experience. Results demonstrate that virtual AR heritage tourism experiences enhance the MTE of a visit to the heritage tourism site, with differences in experience intensity found across the MTE parameters. Furthermore, this empirical research probed into impacts of AR experiences on the satisfaction and dissatisfaction of tourists visiting an outdoor heritage site, and it addressed MTE is a mediator of the relationship between tourist attitude to AR experience and behavioural intention. The paper contributes new understandings and insights to the on-going application and advancement of AR technology in a nature-based tourism context.

Evaluating tourists’ emotional experiences regarding destination casino resorts: An impact-asymmetry analysis

Abstract The aim of this study is to identify the basic, excitement, and performance emotions that influence tourists’ satisfaction and dissatisfaction with destination casino resorts. The study develops a measurement scale that consists of both positive and negative emotions. Two hundred and ninety eight valid questionnaire responses are analyzed using an extended impact-asymmetry analysis (IAA) in order to explain how positive and negative emotions can influence overall satisfaction of gaming and non-gaming tourists. This study demonstrates how to use an IAA to classify negative emotions into negative basic, excitement, and performance factors. The study contributes to knowledge on how to combine three-factor theory with emotion theory. The results add to our understanding that most of the negative emotions generated from gaming will not result in tourist dissatisfaction with destination casino resorts. These findings lead on to further investigation of the effects of negative emotions towards destinations in the context of three-factor theory.

Measuring Tourist Satisfaction Through a Dual Approach: The 4Q Methodology

Tourist satisfaction is one of the key factors in determining the success of a tourist destination, since it affects behavioural intentions, such as the willingness to revisit and recommend the destination. Therefore, much research has addressed the measuring of tourist satisfaction, either eliciting positive or negative evaluations of a holiday or destination. The spread between expected positive and negative characteristics can trigger a tourist experience. And the gap between expectations and perceptions will produce a feeling of satisfaction or dissatisfaction (Expectancy-Disconfirmation Paradigm, EDP). Under these conditions, this paper adopts a dual approach, considering tourist satisfaction and dissatisfaction as two distinct constructs; it also proposes a practical methodology, termed 4Q, for measuring these constructs in the field of tourism research. Lastly, two distinct composite indicators relating to Tourist Satisfaction (TS) and Tourist Dissatisfaction (TD) are proposed, for comparing the performance of tourist destinations over space and time, and addressing marketing strategies regarding different tourist segments.

International tourist satisfaction in Malaysia: antecedents and consequences

ABSTRACTThis study examined two antecedents – perceived value and destination image, which affect international tourist satisfaction from visiting Malaysia, and two consequences of tourist satisfaction – tourist loyalty and complaining behaviour. Data were collected using a questionnaire survey from 317 departing international tourists at two international airports in Kuala Lumpur. Results indicated that perceived value and destination image related positively with tourist satisfaction which in turn, lead to tourist loyalty. However, tourist dissatisfaction did not lead to complaining behaviour, and complaining behaviour did not have any significant relationship with tourist loyalty. The study provided insights for tourism practitioners on the behaviours of international tourists for the purpose of promoting Malaysia as a tourism destination.

Consumer protection legislation: A neglected determinant of destination competitiveness?

Abstract Consumer protection measures enhance destination competitiveness, helping to minimise tourist dissatisfaction through more transparent and efficient market operations, while creating and maintaining customer loyalty, and consumer confidence. However, the impact of consumer protection on destination competitiveness is limited by certain complexities that erode consumer confidence within tourism contexts. The paper identifies several additional complexities that can erode destination competitiveness. Various examples are offered of the exercise of consumer protection laws in tourism contexts. Issues for further research into the links between consumer protection legislation and destination competitiveness are discussed.

Evaluation of the role of services and facilities in the development of urban tourism (Case study of Ramsar city)

Facilities and services in the cities are the most important indicators inthe development of urban tourism. For this reason, the necessity of evaluatingthe role of these services and facilities in the development process of urbantourism is of immense importance. Due to the necessity of research andrecognition of natural facilities and potentials available in Ramsar city,introduction, recognition and targeting of these natural powers are required.Ramsar is one of the coastal towns of Mazandaran province which is ofconsiderable importance in tourism in terms of its specific geographicalsituation and location near the Caspian Sea with the soft sandy beach, havinghot and cold mineral springs, lush and beautiful forest environment and theCaspian region which attracts numerous domestic and foreign tourists everyyear. The present study is aimed at increasing the power of ecotourism in thecity of Ramsar, identification of tourist facilities and services, and increasingthe satisfaction rate of urban tourists in the study area. The research methodis of descriptive-analytical type, and the field and library methods were usedfor data collection. Using Cronbach's alpha method 242 questionnaires wereconsidered and were conducted for completion by the tourists present in therecreational places of Ramsar city which have been analyzed by means ofinferential statistics of Chi-square test after the data is addressed in SPSSsoftware environment. The most important research findings have been pronouncedto be the dissatisfaction of tourists with the cleanliness of the beaches andparks, lack of appropriate and adequate toilets in tourist spots, high price ofgoods and brightness at night. The factors most effective in attractingtourists in the city of Ramsar were stated by those questioned to be the seaand the beaches of the city of Ramsar, hot mineral springs, waterfalls, and atlast mountains and forests in order.

O turismo em Roraima sob a ótica do turista

O turismo visa à satisfação de diversas necessidades básicas e secundárias, tratando-se de uma manifestação voluntária decorrente do deslocamento humano temporário. Este estudo objetivou identificar o perfil do turista do Estado de Roraima, identificar os níveis de satisfação dos turistas, verificar as motivações para o turismo. Para que esses objetivos fossem alcançados um questionário aplicado foi baseado em Martins (2006) com adaptações, que foi respondido por 246 turistas, os quais existiam residentes das 5 regiões do Brasil e dos 2 países vizinhos que são Venezuela e Guiana Inglesa. A maioria tem de 35 a 50 anos, é do sexo feminino, já possui o ensino superior completo, e possui renda bruta mensal de R$ 2.001,00 a R$ 3.500,00. Ao ser identificado o nível de satisfação dos turistas percebe-se que eles estão satisfeitos com o meio ambiente e a cultura. Porém, já os serviços, o entretenimento e a infra-estrutura necessitam de melhorias. Já ao verificar as motivações para o turismo, percebe-se que qualquer tempo livre, as pessoas buscam motivos diversos para saírem da rotina do dia-a-dia, viajam para espairecer, curtir com a família, buscando variedade, coisas diferentes, viajam também por educação, por crescimento pessoal, buscando conhecer outras culturas, povos, coisas diferentes do cotidiano de cada um. O tratamento dos dados se deu por meio de estatística descritiva e análise fatorial redutora, a qual reduziu todos os fatores propostos, para um estudo mais centralizado, de forma a trabalhar com um número menor de variáveis. Depois de toda a análise, percebe-se que problemas devem ser sanados, por conta da insatisfação dos turistas, a fim de promover melhorias aos blocos de serviços, entretenimento e infra-estrutura que são indispensáveis para a prática do turismo e para os próprios residentes do estado.

Antecedents and Consequences of Tourist Satisfaction and Dissatisfaction: A Case Study of a Festival in Korea

The study aims to verify the two-dimensional construct, compare it to a unidimensional model, and identify the causality among the antecedents and consequences of tourist satisfaction/dissatisfaction. It examines satisfaction and attitude change of visitors to a festival in Korea. It used the Expectation-Disconfirmation Paradigm but excluded expectation and perceived performance. It found that wants-disconfirmation had a strong relationship with both satisfaction and dissatisfaction, while needs-disconfirmation had a relationship only with satisfaction. Tourist satisfaction was positively related to attitude change; however, the relationship between tourist dissatisfaction and attitude change was not significant. The results of the study lead to a better understanding of tourist behavior and an improved ability to predict future behavior more accurately, especially of a festival event.

The satisfaction of wine tourist: causes and effects

Goal and objectives of the dissertationGoalTo analyze oenologist cultural tourist satisfaction, identifying its causes and the effects that can determine the tourist experience.ObjectivesTo develop a model explaining the causes of satisfaction / dissatisfaction of tourists and the effects of it, tested in a given environment, specifically the Huelva County ("Condado de Huelva", in the Spanish region of Andalusia) wineries. This overall objective was broken down in nine more specific objectives, identifying:Objective 1: The individuals' expectations before the visit to the winery.Objective 2: The perception of quality of service.Objective 3: The perception of price-quality relationship (i.e. value).Objective 4: The perception of overcrowding degree.Objective 5: The perception of promotion-communication efforts.Objective 6: The level of perceived authenticity.Objective 7: The degree of visit satisfaction.Objective 8: The level of repetition to the destination.Objective 9: The recommendation to friends and family members.MethodologyIn the first part of this thesis, the classic methodology of a comprehensive review of the scientific literature was used, based on which the model was created to be tested. The second section is aimed to describe the geographic area where the empirical study was performed (called "Condado de Huelva", an area with a very long tradition of wine production, located in the extreme south-west of Andalusia, Spain). The third part is devoted to the empirical study, in which the technique of Partial Least Squares (PLS) has been used to test the hypotheses of our research model; for this purpose a measurement instrument (questionnaire) was designed and validated.ResultsConclusions, limitations and future research lines integrate the last section.In the subsequent table, the data sheet with the characteristics of the sample is presented.We have concluded that:* Following the values of composite reliability obtained for all the constructs in this study, they have a quite acceptable degree of internal consistency.* Similarly, their convergent validity is another feature to underline (at least 50% of the variance is due to all its indicators).* It also notes the existence of discriminant validity in the measures, which has been verified through the AVE (Average Variance Extracted).Specific results:* The set of variables analyzed in our study predicts 56.68% of the oenologist cultural tourist satisfaction.* The impact of authenticity on the visitor's satisfaction is the highest, coming to explain 33.699% of its variance.* Another variable that impacts the most over tourist satisfaction is the perceived value for money, with 13.70%.* Overcrowding has virtually no effect on tourist satisfaction: it only reaches a value of 0.5% of the total variance of satisfaction.* Satisfaction is able to explain 43.42% of the loyalty's variance.Theoretical ConclusionsAfter reviewing the literature on cultural tourist satisfaction, we have noted that there are some variables that act as predictors of satisfaction, which have been taken into account in our research model. These include the variable authenticity, which is understood from three perspectives or dimensions: human, physical and contextual. Apparently, tourists look for places that maintain a balance between the original and the modern, but without falling into the commodification of local traditions, that goes on to become a mere object of consumption.Another variable that most influences the satisfaction is the price-quality variable, so we can therefore say, consistently with the literature findings, that tourists are not out to the influence of the price paid when visiting a winery.Regarding the variable overcrowding, we must consider that in our study did not influence tourist satisfaction because of the study was carried out in an oenologist cultural tourism emerging destination, so it is not yet visible a clear decrease in the level of satisfaction with the experience because of the overload of people visiting the place. …

Rimini and Co — The end of a legend?: Dealing with the algae effect

1993 will be the 150th anniversary of the establishment of the first bathing resort in Rimini. In the last few years, however, the area has experienced a serious decline, sparked off by the growth of algae in the Adriatic Sea. This article describes the adverse environmental effects caused by eutrophication of the Adriatic and the subsequent bad publicity. In fact the area was already suffering from overdevelopment before the algae problem, and general tourist dissatisfaction was exacerbated by the negative image based on exaggerated accounts of the algal bloom. Future policy must safeguard resources to provide a reliable holiday environment.