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

Woohyuk Kim, Sung-Bum Kim and Eunhye Park
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Woohyuk Kim: Department of Consumer Science, College of Commerce and Public Affairs, Incheon National University, Incheon 22012, Korea
Sung-Bum Kim: Department of Business Administration, College of Business Administration, Inha University, Incheon 22012, Korea
Eunhye Park: Department of Food Nutrition, College of BioNano Technology, Gachon University, Seongnam 13120, Korea

Sustainability, 2021, vol. 13, issue 22, 1-16

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.

Keywords: user-generated content; satisfaction; dissatisfaction; text mining; big data (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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