IDEAS home Printed from https://ideas.repec.org/a/eee/anture/v93y2022ics0160738322000226.html
   My bibliography  Save this article

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

Author

Listed:
  • Chen, Jinyan
  • Becken, Susanne
  • Stantic, Bela

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.

Suggested Citation

  • Chen, Jinyan & Becken, Susanne & Stantic, Bela, 2022. "Assessing destination satisfaction by social media: An innovative approach using Importance-Performance Analysis," Annals of Tourism Research, Elsevier, vol. 93(C).
    • Handle: RePEc:eee:anture:v:93:y:2022:i:c:s0160738322000226
    DOI: 10.1016/j.annals.2022.103371
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0160738322000226
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.annals.2022.103371?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Abalo, Javier & Varela, Jesus & Manzano, Vicente, 2007. "Importance values for Importance-Performance Analysis: A formula for spreading out values derived from preference rankings," Journal of Business Research, Elsevier, vol. 60(2), pages 115-121, February.
    2. Lai, Ivan Ka Wai & Hitchcock, Michael, 2016. "A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis," Tourism Management, Elsevier, vol. 55(C), pages 139-159.
    3. Lai, Ivan Ka Wai & Hitchcock, Michael, 2015. "Importance–performance analysis in tourism: A framework for researchers," Tourism Management, Elsevier, vol. 48(C), pages 242-267.
    4. Rojas-de-Gracia, María-Mercedes & Alarcón-Urbistondo, Pilar, 2020. "Importance of family for individual tourist satisfaction," Annals of Tourism Research, Elsevier, vol. 85(C).
    5. Chen, Yong & Li, Xiang (Robert), 2018. "Does a happy destination bring you happiness? Evidence from Swiss inbound tourism," Tourism Management, Elsevier, vol. 65(C), pages 256-266.
    6. Ramanathan, Ramakrishnan & Ramanathan, Usha, 2016. "A new rational IPA and application to cruise tourism," Annals of Tourism Research, Elsevier, vol. 61(C), pages 264-267.
    7. Zehrer, Anita & Crotts, John C. & Magnini, Vincent P., 2011. "The perceived usefulness of blog postings: An extension of the expectancy-disconfirmation paradigm," Tourism Management, Elsevier, vol. 32(1), pages 106-113.
    8. Volo, Serena, 2021. "The experience of emotion: Directions for tourism design," Annals of Tourism Research, Elsevier, vol. 86(C).
    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. Siming Gu & Jinqi Li & Mohan Wang & Hang Ma, 2023. "Post-Renewal Evaluation of an Urbanized Village with Cultural Resources Based on Multi Public Satisfaction: A Case Study of Nantou Ancient City in Shenzhen," Land, MDPI, vol. 12(1), pages 1-20, January.
    2. Wu, Jie & Zhao, Narisa & Yang, Tong, 2024. "Wisdom of crowds: SWOT analysis based on hybrid text mining methods using online reviews," Journal of Business Research, Elsevier, vol. 171(C).
    3. Crystal Jia-Yi Lin, 2023. "General education competencies from students’ perspectives: a case study of a sports university in Taiwan," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-9, December.
    4. Arpan Kumar Kar & Shweta Kumari Choudhary & P. Vigneswara Ilavarasan, 2023. "How can we improve tourism service experiences: insights from multi-stakeholders’ interaction," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 50(1), pages 73-89, March.
    5. Wang, Yuting & Li, Hui, 2024. "Trust transfer effect: The impact of effective market order on tourists' purchase behavior," Annals of Tourism Research, Elsevier, vol. 105(C).
    6. Hang Ma & Siyu Huang & Mohan Wang & Chungshing Chan & Xiaoyu Lin, 2022. "Evaluating Tourist Experience of Rural Homestays in Coastal Areas by Importance–Performance Analysis: A Case Study of Homestay in Dapeng New District, Shenzhen, China," Sustainability, MDPI, vol. 14(11), pages 1-18, May.

    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. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    2. Esmailpour, Javad & Aghabayk, Kayvan & Abrari Vajari, Mohammad & De Gruyter, Chris, 2020. "Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 129-150.
    3. Chengcai Tang & Qianqian Zheng & Pin Ng, 2019. "A Study on the Coordinative Green Development of Tourist Experience and Commercialization of Tourism at Cultural Heritage Sites," Sustainability, MDPI, vol. 11(17), pages 1-19, August.
    4. Ha, Min-Ho & Yang, Zaili & Lam, Jasmine Siu Lee, 2019. "Port performance in container transport logistics: A multi-stakeholder perspective," Transport Policy, Elsevier, vol. 73(C), pages 25-40.
    5. Lai, Ivan Ka Wai & Hitchcock, Michael, 2016. "A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis," Tourism Management, Elsevier, vol. 55(C), pages 139-159.
    6. Gangwei Cai & Yan Hong & Lei Xu & Weijun Gao & Ka Wang & Xiaoting Chi, 2020. "An Evaluation of Green Ryokans through a Tourism Accommodation Survey and Customer-Satisfaction-Related CASBEE–IPA after COVID-19 Pandemic," Sustainability, MDPI, vol. 13(1), pages 1-24, December.
    7. Yan Hong & Gangwei Cai & Zhoujin Mo & Weijun Gao & Lei Xu & Yuanxing Jiang & Jinming Jiang, 2020. "The Impact of COVID-19 on Tourist Satisfaction with B&B in Zhejiang, China: An Importance–Performance Analysis," IJERPH, MDPI, vol. 17(10), pages 1-19, May.
    8. Jih-Kuang Chen, 2021. "A New Approach for Diagonal Line Model of Importance-Performance Analysis: A Case Study of Tourist Satisfaction in China," SAGE Open, , vol. 11(1), pages 21582440219, January.
    9. Harman Preet Singh & Mohammad Alshallaqi & Mohammed Altamimi, 2023. "Predicting Critical Factors Impacting Hotel Online Ratings: A Comparison of Religious and Commercial Destinations in Saudi Arabia," Sustainability, MDPI, vol. 15(15), pages 1-25, August.
    10. Ida Rašovská & Marketa Kubickova & Kateřina Ryglová, 2021. "Importance–performance analysis approach to destination management," Tourism Economics, , vol. 27(4), pages 777-794, June.
    11. Yanchun Jin & Yoonseo Park, 2019. "An Integrated Approach to Determining Rural Tourist Satisfaction Factors Using the IPA and Conjoint Analysis," IJERPH, MDPI, vol. 16(20), pages 1-16, October.
    12. Cai, Gangwei & Xu, Binyan & Lu, Feidong & Lu, Ye, 2023. "The promotion strategies and dynamic evaluation model of exhibition-driven sustainable tourism based on previous/prospective tourist satisfaction after COVID-19," Evaluation and Program Planning, Elsevier, vol. 101(C).
    13. Nam, Seungju & Song, Woon-Kyung & Yoon, Heekweon, 2023. "An maintenance, repair, and overhaul (MRO) safety oversight system analysis: A case in Korea," Journal of Air Transport Management, Elsevier, vol. 107(C).
    14. Teodoro Luque-Martínez & Nina Faraoni & Luis Doña-Toledo, 2019. "Auditing the Marketing and Social Media Communication of Natural Protected Areas. How Marketing Can Contribute to the Sustainability of Tourism," Sustainability, MDPI, vol. 11(15), pages 1-23, July.
    15. Teodoro Luque Martínez & Luis Doña Toledo & Nina Faraoni, 2019. "Auditing Marketing and the Use of Social Media at Ski Resorts," Sustainability, MDPI, vol. 11(10), pages 1-24, May.
    16. Rong-Chang Jou & Yeong-Jia Day, 2021. "Application of Revised Importance–Performance Analysis to Investigate Critical Service Quality of Hotel Online Booking," Sustainability, MDPI, vol. 13(4), pages 1-18, February.
    17. Alessia Acampora & Michele Preziosi & Maria Claudia Lucchetti & Roberto Merli, 2022. "The Role of Hotel Environmental Communication and Guests’ Environmental Concern in Determining Guests’ Behavioral Intentions," Sustainability, MDPI, vol. 14(18), pages 1-23, September.
    18. Ramanathan, Ramakrishnan & Ramanathan, Usha, 2016. "A new rational IPA and application to cruise tourism," Annals of Tourism Research, Elsevier, vol. 61(C), pages 264-267.
    19. Boto-García, David & Mariel, Petr & Baños-Pino, José Francisco, 2023. "Intra-household bargaining for a joint vacation," Journal of choice modelling, Elsevier, vol. 47(C).
    20. Jiacong Wu & Yu Wang & Ru Zhang & Jing Cai, 2018. "An Approach to Discovering Product/Service Improvement Priorities: Using Dynamic Importance-Performance Analysis," Sustainability, MDPI, vol. 10(10), pages 1-26, October.

    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:eee:anture:v:93:y:2022:i:c:s0160738322000226. 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: Catherine Liu (email available below). General contact details of provider: http://www.journals.elsevier.com/annals-of-tourism-research/ .

    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.