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Determining tourist satisfaction from travel reviews

Author

Listed:
  • Shuang Song

    (Hokkaido University)

  • Hidenori Kawamura

    (Hokkaido University)

  • Junichi Uchida

    (Otaru University of Commerce)

  • Hajime Saito

    (Hokkaido Information University)

Abstract

This study employed text data mining to demonstrate the reliability of identifying tourist needs from travel reviews by comparing the results of a traditional tourism survey with the attitudes expressed in travel reviews. In this study, we focused our analysis on tourist satisfaction and adopt the results of a governmental satisfaction survey implemented in Hokkaido, Japan (n = 1709) for referential statistics. We used manual techniques to extract attitudes from 1058 samples of reviews (in English, Simplified Chinese, and Traditional Chinese) posted on TripAdvisor by tourists from seven different regions. By calculating the Pearson’s r, we found a (strong) positive correlation between attitudes in reviews and the satisfaction rates recorded in the guest survey in six out of seven regions (p

Suggested Citation

  • Shuang Song & Hidenori Kawamura & Junichi Uchida & Hajime Saito, 2019. "Determining tourist satisfaction from travel reviews," Information Technology & Tourism, Springer, vol. 21(3), pages 337-367, September.
    • Handle: RePEc:spr:infott:v:21:y:2019:i:3:d:10.1007_s40558-019-00144-3
    DOI: 10.1007/s40558-019-00144-3
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    References listed on IDEAS

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    Cited by:

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    3. Pei Lin & Lili Chen & Zeshun Luo, 2022. "Analysis of Tourism Experience in Haizhu National Wetland Park Based on Web Text," Sustainability, MDPI, vol. 14(5), pages 1-16, March.

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