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Assessing destination satisfaction by social media: An innovative approach using Importance-Performance Analysis

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  • Chen, Jinyan
  • Becken, Susanne
  • Stantic, Bela

Abstract

This paper introduces an innovative approach for assessing visitor satisfaction at the destination level by identifying attributes of interest from social media text and indirectly measuring performance and importance values. A lexicon-based method for sentiment analysis is applied to determine performance value at the destination level, while importance is calculated using an adjusted association rule mining algorithm. The results are validated with earlier survey-based attributes relevant to visitors and Australia's case. The results demonstrate encouraging accuracy, suggesting that the proposed methodology offers opportunities to assess tourist satisfaction at destinations with larger sample sizes for a lower cost and greater data collection flexibility than traditional approaches. The methods proposed could be beneficial in a wide range of tourism contexts.

Suggested Citation

  • Chen, Jinyan & Becken, Susanne & Stantic, Bela, 2022. "Assessing destination satisfaction by social media: An innovative approach using Importance-Performance Analysis," Annals of Tourism Research, Elsevier, vol. 93(C).
    • Handle: RePEc:eee:anture:v:93:y:2022:i:c:s0160738322000226
    DOI: 10.1016/j.annals.2022.103371
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    References listed on IDEAS

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    Cited by:

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    2. Hang Ma & Siyu Huang & Mohan Wang & Chungshing Chan & Xiaoyu Lin, 2022. "Evaluating Tourist Experience of Rural Homestays in Coastal Areas by Importance–Performance Analysis: A Case Study of Homestay in Dapeng New District, Shenzhen, China," Sustainability, MDPI, vol. 14(11), pages 1-18, May.
    3. Siming Gu & Jinqi Li & Mohan Wang & Hang Ma, 2023. "Post-Renewal Evaluation of an Urbanized Village with Cultural Resources Based on Multi Public Satisfaction: A Case Study of Nantou Ancient City in Shenzhen," Land, MDPI, vol. 12(1), pages 1-20, January.
    4. Crystal Jia-Yi Lin, 2023. "General education competencies from students’ perspectives: a case study of a sports university in Taiwan," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-9, December.

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