Museum Tourism 2.0: Experiences and Satisfaction with Shopping at the National Gallery in London

Jun Shao, Qinlin Ying, Shujin Shu, Alastair M. Morrison and Elizabeth Booth
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Jun Shao: School of Landscape Architecture, Beijing Forestry University, No.35 Tsinghua East Road, Beijing 100083, China
Qinlin Ying: Dornsife College of Letters and Arts and Science, University of Southern California, 3551 University Ave, Los Angeles, CA 90089, USA
Shujin Shu: School of Landscape Architecture, Beijing Forestry University, No.35 Tsinghua East Road, Beijing 100083, China
Alastair M. Morrison: Business School, Department of Marketing, Events and Tourism, University of Greenwich, London SE10 9LS, UK
Elizabeth Booth: Business School, Department of Marketing, Events and Tourism, University of Greenwich, London SE10 9LS, UK

Sustainability, 2019, vol. 11, issue 24, 1-16

Abstract: The tourist shopping experience is the sum of the satisfaction or dissatisfaction from the individual attributes of purchased products and services. With the popularity of the Internet and travel review websites, more people choose to upload their tour experiences on their favorite social media platforms, which can influence another’s travel planning and choices. However, there have been few investigations of social media reviews of tourist shopping experiences and especially of satisfaction with museum tourism shopping. This research analyzed the user-generated reviews of the National Gallery (NG) in London written in the English language on TripAdvisor to learn more about tourist shopping experience in museums. The Latent Dirichlet Allocation (LDA) topic model was used to discover the underlying themes of online reviews and keywords related to these shopping experiences. Sentiment analysis based on a purpose-developed dictionary was conducted to explore the dissatisfying aspects of tourist shopping experiences. The results provide a framework for museums to improve shopping experiences and enhance their future development.

Keywords: The National Gallery; museum tourism; shopping experiences; tourist satisfaction; TripAdvisor; social media; UK (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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