Big Data Insights into Coastal Tourism: Analyzing Customer Satisfaction at Egyptian Red Sea Dive Resorts

Yinai Zhong, Angellie Williady, Narariya Dita Handani and Hak-Seon Kim ()
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Yinai Zhong: Department of Global Hospitality Management, Kyungsung University, Busan 48434, Republic of Korea
Angellie Williady: Department of Global Business, Kyungsung University, Busan 48434, Republic of Korea
Narariya Dita Handani: School of Global Studies, Kyungsung University, Busan 48434, Republic of Korea
Hak-Seon Kim: School of Hospitality & Tourism Management, Kyungsung University, Busan 48434, Republic of Korea

Tourism and Hospitality, 2024, vol. 5, issue 4, 1-16

Abstract: This research aims to explore the relationship between customer satisfaction and various extracted factors at dive resorts in the Red Sea, Egypt, utilizing a hybrid methodology of descriptive and diagnostic analytics applied to online review data. Employing techniques such as KH coder for text analysis, exploratory factor analysis (EFA), and linear regression, this study systematically identifies key elements that influence customer satisfaction. Findings reveal that activities related to diving and marine life markedly enhance guest satisfaction, underscoring the critical role these aspects play in the overall appeal of Egyptian coastal tourism. Conversely, areas such as dining and amenities were identified as needing improvement. The originality of this study lies in its application of big data analytics to dissect and understand customer feedback in a sector-specific context, providing strategic insights for the sustainable advancement of coastal tourism in Egypt. By focusing on dive resorts, this research highlights their integral role in coastal tourism and offers a model for leveraging online customer reviews to enhance service quality and promote sustainable practices within the tourism industry, contributing to the overall growth and sustainability of coastal tourism.

Keywords: customer satisfaction; online reviews; big data analysis; coastal tourism; diving; dive resorts; Egyptian Red Sea (search for similar items in EconPapers)
JEL-codes: Z3 Z30 Z31 Z32 Z33 Z38 (search for similar items in EconPapers)
Date: 2024
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