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Article

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

1
Department of Consumer Science, College of Commerce and Public Affairs, Incheon National University, Incheon 22012, Korea
2
Department of Business Administration, College of Business Administration, Inha University, Incheon 22012, Korea
3
Department of Food Nutrition, College of BioNano Technology, Gachon University, Seongnam 13120, Korea
*
Authors to whom correspondence should be addressed.
Academic Editors: Julia N. Albrecht and Marco Haid
Sustainability 2021, 13(22), 12650; https://doi.org/10.3390/su132212650
Received: 1 September 2021 / Revised: 11 November 2021 / Accepted: 12 November 2021 / Published: 16 November 2021
(This article belongs to the Special Issue Product Development for Sustainable Tourism)
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. View Full-Text
Keywords: user-generated content; satisfaction; dissatisfaction; text mining; big data user-generated content; satisfaction; dissatisfaction; text mining; big data
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MDPI and ACS Style

Kim, W.; Kim, S.-B.; Park, E. Mapping Tourists’ Destination (Dis)Satisfaction Attributes with User-Generated Content. Sustainability 2021, 13, 12650. https://doi.org/10.3390/su132212650

AMA Style

Kim W, Kim S-B, Park E. Mapping Tourists’ Destination (Dis)Satisfaction Attributes with User-Generated Content. Sustainability. 2021; 13(22):12650. https://doi.org/10.3390/su132212650

Chicago/Turabian Style

Kim, Woohyuk, Sung-Bum Kim, and Eunhye Park. 2021. "Mapping Tourists’ Destination (Dis)Satisfaction Attributes with User-Generated Content" Sustainability 13, no. 22: 12650. https://doi.org/10.3390/su132212650

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