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

No Thumbnail Available
File version
Author(s)
Chen, J
Becken, S
Stantic, B
Griffith University Author(s)
Primary Supervisor
Other Supervisors
Editor(s)
Date
2022
Size
File type(s)
Location
License
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.

Journal Title

Annals of Tourism Research

Conference Title
Book Title
Edition
Volume

93

Issue
Thesis Type
Degree Program
School
Publisher link
Patent number
Funder(s)
Grant identifier(s)
Rights Statement
Rights Statement
Item Access Status
Note
Access the data
Related item(s)
Subject

Commercial services

Marketing

Tourism

Human geography

Persistent link to this record
Citation

Chen, J; Becken, S; Stantic, B, Assessing destination satisfaction by social media: An innovative approach using Importance-Performance Analysis, Annals of Tourism Research, 2022, 93, pp. 103371

Collections