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

초록

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.

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