Enhancing Tourist Satisfaction on Komodo Island: A Data-Driven Analysis of Online Reviews

Aura Lydia Riswanto, Laleesha Angelee Chamberlain and Hak-Seon Kim ()
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Aura Lydia Riswanto: Department of Global Business, Kyungsung University, Busan 48434, Republic of Korea
Laleesha Angelee Chamberlain: Department of Global Business, 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, 2025, vol. 6, issue 1, 1-14

Abstract: This study examines the role of Komodo Island in boosting Indonesia’s status as a leading global tourism destination, emphasizing the importance of balancing environmental preservation with visitor satisfaction for sustainable growth. By conducting a comprehensive analysis of online reviews from Google Travel, this study identifies key factors that shape tourists’ experiences on Komodo Island. Specifically, the objectives are to uncover the primary drivers of visitor satisfaction and offer practical recommendations for tourism operators and policymakers. Using text mining and semantic network analysis through RStudio and UCINET 6.0 to analyze word associations, alongside exploratory factor analysis and linear regression in SPSS 29, this study focuses on aspects such as “Value for Money” and “Service Quality”. The results show that natural attractions greatly enhance visitor satisfaction, whereas high expenses and inconsistent service quality are sources of dissatisfaction. These insights highlight the importance of revisiting pricing approaches and enhancing training for frontline staff. The study’s recommendations for sustainable tourism on Komodo Island center on recalibrating pricing and improving service quality, fostering a memorable experience for visitors.

Keywords: Komodo Island tourism; online review; big data analytics; customer satisfaction (search for similar items in EconPapers)
JEL-codes: Z3 Z30 Z31 Z32 Z33 Z38 (search for similar items in EconPapers)
Date: 2025
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