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Big Data and Business Intelligence in Tourism: Analyzing Trends and Enhancing Customer Satisfaction Through Online Review Analytics

In: Innovation and Creativity in Tourism, Business and Social Sciences

Author

Listed:
  • Leonidas Theodorakopoulos

    (University of Patras)

  • Alexandra Theodoropoulou

    (University of Patras)

  • Constantinos Halkiopoulos

    (University of Patras)

Abstract

A review of the literature was performed with relevant studies and databases to assess how Big Data Analytics (BDA) & Business Intelligence will be utilized in tourism marketing specifically for online reviews. Adopting the PRISMA-2020 methodology, between 2017 and 2024 this paper synthesizes a research on how these technologies contribute to improve both customer watchful over tourism sector as well market feedback from clients. The topics reviewed touch upon the analysis of restaurant or hotel reviews, for instance to predict satisfaction in international tourism with advanced techniques like text mining, sentiment analysis and neural networks. Findings reveal the revolution of Big Data on improving service quality, marketing approaches and customer satisfaction in tourism. Together with this research, it provides a complete framework to integrate Big Data and Business Intelligence in tourism marketing proving insights for industry practices and contributing to the academic literature on digital transformation in tourism.

Suggested Citation

  • Leonidas Theodorakopoulos & Alexandra Theodoropoulou & Constantinos Halkiopoulos, 2025. "Big Data and Business Intelligence in Tourism: Analyzing Trends and Enhancing Customer Satisfaction Through Online Review Analytics," Springer Proceedings in Business and Economics, in: Vicky Katsoni & Carlos Costa (ed.), Innovation and Creativity in Tourism, Business and Social Sciences, pages 507-536, Springer.
    • Handle: RePEc:spr:prbchp:978-3-031-87019-4_35
    DOI: 10.1007/978-3-031-87019-4_35
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    More about this item

    Keywords

    BI; AI; Big Data; Tourism; Online Reviews; Customer Satisfaction; Text Mining; Sentiment Analysis; Hospitality Industry;
    All these keywords.

    JEL classification:

    • Z32 - Other Special Topics - - Tourism Economics - - - Tourism and Development
    • Z33 - Other Special Topics - - Tourism Economics - - - Marketing and Finance
    • O32 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Management of Technological Innovation and R&D
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software

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