IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v13y2021i22p12650-d680188.html
   My bibliography  Save this article

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

Author

Listed:
  • Woohyuk Kim

    (Department of Consumer Science, College of Commerce and Public Affairs, Incheon National University, Incheon 22012, Korea)

  • Sung-Bum Kim

    (Department of Business Administration, College of Business Administration, Inha University, Incheon 22012, Korea)

  • Eunhye Park

    (Department of Food Nutrition, College of BioNano Technology, Gachon University, Seongnam 13120, Korea)

Abstract

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.

Suggested Citation

  • Woohyuk Kim & Sung-Bum Kim & Eunhye Park, 2021. "Mapping Tourists’ Destination (Dis)Satisfaction Attributes with User-Generated Content," Sustainability, MDPI, vol. 13(22), pages 1-16, November.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:22:p:12650-:d:680188
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/13/22/12650/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/13/22/12650/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Woo-Hyuk Kim & Chunghee Lee & Sungsoo Kim, 2020. "The Influence of Hallyu on Africans’ Perceptions of Korea: The Moderating Role of Service Quality," Sustainability, MDPI, vol. 12(8), pages 1-10, April.
    2. Ning Zhong & David A. Schweidel, 2020. "Capturing Changes in Social Media Content: A Multiple Latent Changepoint Topic Model," Marketing Science, INFORMS, vol. 39(4), pages 827-846, July.
    3. Hamid Siroosi & Gholamali Heshmati & Abdolrassoul Salmanmahiny, 2020. "Can empirically based model results be fed into mathematical models? MCE for neural network and logistic regression in tourism landscape planning," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 22(4), pages 3701-3722, April.
    4. WooHyuk Kim & Kristin Malek & NamJo Kim & SeungHyun “James” Kim, 2017. "Destination Personality, Destination Image, and Intent to Recommend: The Role of Gender, Age, Cultural Background, and Prior Experiences," Sustainability, MDPI, vol. 10(1), pages 1-18, December.
    5. Chen, Ching-Fu & Chen, Fu-Shian, 2010. "Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists," Tourism Management, Elsevier, vol. 31(1), pages 29-35.
    6. Margaret E. Roberts & Brandon M. Stewart & Dustin Tingley & Christopher Lucas & Jetson Leder‐Luis & Shana Kushner Gadarian & Bethany Albertson & David G. Rand, 2014. "Structural Topic Models for Open‐Ended Survey Responses," American Journal of Political Science, John Wiley & Sons, vol. 58(4), pages 1064-1082, October.
    7. Xiang, Zheng & Du, Qianzhou & Ma, Yufeng & Fan, Weiguo, 2017. "A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism," Tourism Management, Elsevier, vol. 58(C), pages 51-65.
    8. Shawn Mankad & Hyunjeong Spring Han & Joel Goh & Srinagesh Gavirneni, 2016. "Understanding Online Hotel Reviews Through Automated Text Analysis," Post-Print hal-02311939, HAL.
    9. de Vries, Erik & Schoonvelde, Martijn & Schumacher, Gijs, 2018. "No Longer Lost in Translation: Evidence that Google Translate Works for Comparative Bag-of-Words Text Applications," Political Analysis, Cambridge University Press, vol. 26(4), pages 417-430, October.
    10. Sezgen, Eren & Mason, Keith J. & Mayer, Robert, 2019. "Voice of airline passenger: A text mining approach to understand customer satisfaction," Journal of Air Transport Management, Elsevier, vol. 77(C), pages 65-74.
    11. Lucas, Christopher & Nielsen, Richard A. & Roberts, Margaret E. & Stewart, Brandon M. & Storer, Alex & Tingley, Dustin, 2015. "Computer-Assisted Text Analysis for Comparative Politics," Political Analysis, Cambridge University Press, vol. 23(2), pages 254-277, April.
    12. Guo, Yue & Barnes, Stuart J. & Jia, Qiong, 2017. "Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation," Tourism Management, Elsevier, vol. 59(C), pages 467-483.
    13. Joachim Büschken & Greg M. Allenby, 2016. "Sentence-Based Text Analysis for Customer Reviews," Marketing Science, INFORMS, vol. 35(6), pages 953-975, November.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Elena Sánchez-Vargas & Ana María Campón-Cerro & Elvira Prado-Recio & Bárbara Sofía Pasaco-González & Ana Moreno-Lobato, 2022. "Exploring the Hotel Experience in a Cultural City through a UGC Analysis," Sustainability, MDPI, vol. 14(23), pages 1-15, November.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Kolomoyets, Yuliya & Dickinger, Astrid, 2023. "Understanding value perceptions and propositions: A machine learning approach," Journal of Business Research, Elsevier, vol. 154(C).
    2. Seungju Nam & Hyun Cheol Lee, 2019. "A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service," Sustainability, MDPI, vol. 11(21), pages 1-24, November.
    3. Ferrara, Federico M. & Masciandaro, Donato & Moschella, Manuela & Romelli, Davide, 2022. "Political voice on monetary policy: Evidence from the parliamentary hearings of the European Central Bank," European Journal of Political Economy, Elsevier, vol. 74(C).
    4. Eunhye Park & Junehee Kwon & Sung-Bum Kim, 2021. "Green Marketing Strategies on Online Platforms: A Mixed Approach of Experiment Design and Topic Modeling," Sustainability, MDPI, vol. 13(8), pages 1-17, April.
    5. Seraphine F. Maerz & Carsten Q. Schneider, 2020. "Comparing public communication in democracies and autocracies: automated text analyses of speeches by heads of government," Quality & Quantity: International Journal of Methodology, Springer, vol. 54(2), pages 517-545, April.
    6. Susan (Sixue) Jia, 2021. "Analyzing Restaurant Customers’ Evolution of Dining Patterns and Satisfaction during COVID-19 for Sustainable Business Insights," Sustainability, MDPI, vol. 13(9), pages 1-15, April.
    7. Zajadacz Alina & Minkwitz Aleksandra, 2020. "Using Social Media Data to Plan for Tourism," Quaestiones Geographicae, Sciendo, vol. 39(3), pages 125-138, September.
    8. Xiaobin Zhang & Hak-Seon Kim, 2021. "Customer Experience and Satisfaction of Disneyland Hotel through Big Data Analysis of Online Customer Reviews," Sustainability, MDPI, vol. 13(22), pages 1-17, November.
    9. Yucheng Zhang & Zhiling Wang & Lin Xiao & Lijun Wang & Pei Huang, 2023. "Discovering the evolution of online reviews: A bibliometric review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-22, December.
    10. Zuo, Wenming & Bai, Weijing & Zhu, Wenfeng & He, Xinming & Qiu, Xinxin, 2022. "Changes in service quality of sharing accommodation: Evidence from airbnb," Technology in Society, Elsevier, vol. 71(C).
    11. Dehler-Holland, Joris & Schumacher, Kira & Fichtner, Wolf, 2021. "Topic Modeling Uncovers Shifts in Media Framing of the German Renewable Energy Act," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 2(1).
    12. Han, Chunjia & Yang, Mu & Piterou, Athena, 2021. "Do news media and citizens have the same agenda on COVID-19? an empirical comparison of twitter posts," Technological Forecasting and Social Change, Elsevier, vol. 169(C).
    13. Carmela Iorio & Giuseppe Pandolfo & Antonio D’Ambrosio & Roberta Siciliano, 2020. "Mining big data in tourism," Quality & Quantity: International Journal of Methodology, Springer, vol. 54(5), pages 1655-1669, December.
    14. Mohamed M. Mostafa, 2023. "A one-hundred-year structural topic modeling analysis of the knowledge structure of international management research," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(4), pages 3905-3935, August.
    15. Sunyoung Hlee & Hanna Lee & Chulmo Koo, 2018. "Hospitality and Tourism Online Review Research: A Systematic Analysis and Heuristic-Systematic Model," Sustainability, MDPI, vol. 10(4), pages 1-27, April.
    16. Wenzhi Cao & Xingen Yang & Yi Yang, 2023. "A Large-Scale Reviews-Driven Multi-Criteria Product Ranking Approach Based on User Credibility and Division Mechanism," Mathematics, MDPI, vol. 11(13), pages 1-19, July.
    17. Jun Hwan Kim & Hyun Cheol Lee, 2019. "Understanding the Repurchase Intention of Premium Economy Passengers Using an Extended Theory of Planned Behavior," Sustainability, MDPI, vol. 11(11), pages 1-19, June.
    18. Mónica D. Oliveira & Inês Mataloto & Panos Kanavos, 2019. "Multi-criteria decision analysis for health technology assessment: addressing methodological challenges to improve the state of the art," The European Journal of Health Economics, Springer;Deutsche Gesellschaft für Gesundheitsökonomie (DGGÖ), vol. 20(6), pages 891-918, August.
    19. Xiao-kang Wang & Sheng-hui Wang & Hong-yu Zhang & Jian-qiang Wang & Lin Li, 2021. "The Recommendation Method for Hotel Selection Under Traveller Preference Characteristics: A Cloud-Based Multi-Criteria Group Decision Support Model," Group Decision and Negotiation, Springer, vol. 30(6), pages 1433-1469, December.
    20. Dehler-Holland, Joris & Okoh, Marvin & Keles, Dogan, 2022. "Assessing technology legitimacy with topic models and sentiment analysis – The case of wind power in Germany," Technological Forecasting and Social Change, Elsevier, vol. 175(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:13:y:2021:i:22:p:12650-:d:680188. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.