Attitudes Expressed in Online Comments about Environmental Factors in the Tourism Sector: An Exploratory Study

Jose Ramon Saura, Pedro Palos-Sanchez and Miguel Angel Rios Martin
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Jose Ramon Saura: Department of Business and Economics, Faculty of Social Sciences and Law, Rey Juan Carlos University, Paseo Artilleros s/n, Madrid 28032, Spain
Pedro Palos-Sanchez: Department of Business Organization, Marketing and Market Research, International University of La Rioja, Av. de la Paz 137, 26006 Logroño, Spain
Miguel Angel Rios Martin: Department of Financial Economy and Operations Management, Faculty of Economics and Business, University of de Sevilla, Av. de Ramon y Cajal, 1, Sevilla 41004, Spain

IJERPH, 2018, vol. 15, issue 3, 1-20

Abstract: The object of this exploratory study is to identify the positive, neutral and negative environment factors that affect users who visit Spanish hotels in order to help the hotel managers decide how to improve the quality of the services provided. To carry out the research a Sentiment Analysis was initially performed, grouping the sample of tweets ( n = 14459) according to the feelings shown and then a textual analysis was used to identify the key environment factors in these feelings using the qualitative analysis software Nvivo (QSR International, Melbourne, Australia). The results of the exploratory study present the key environment factors that affect the users experience when visiting hotels in Spain, such as actions that support local traditions and products, the maintenance of rural areas respecting the local environment and nature, or respecting air quality in the areas where hotels have facilities and offer services. The conclusions of the research can help hotels improve their services and the impact on the environment, as well as improving the visitors experience based on the positive, neutral and negative environment factors which the visitors themselves identified.

Keywords: environment; sentiment analysis; Nvivo; twitter; textual analysis (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (6)

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