IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i10p5846-d813664.html
   My bibliography  Save this article

Understanding the Customer Experience and Satisfaction of Casino Hotels in Busan through Online User-Generated Content

Author

Listed:
  • Wei Fu

    (School of Hospitality and Tourism Management, Kyungsung University, Busan 48434, Korea
    These authors contributed equally to this work.)

  • Shengnan Wei

    (Department of Global Business, Kyungsung University, Busan 48434, Korea
    School of Business, Cangzhou Normal University, Cangzhou 061000, China
    These authors contributed equally to this work.)

  • Jue Wang

    (School of Global Studies, Kyungsung University, Busan 48434, Korea)

  • Hak-Seon Kim

    (School of Hospitality and Tourism Management, Kyungsung University, Busan 48434, Korea
    Wellness and Tourism Big Data Research Institute, Kyungsung University, Busan 48434, Korea)

Abstract

Casinos contribute huge sums of tax revenues to local government, and influence the local economy greatly. Customer satisfaction of casino hotels is a key factor that affects overnight customers, when evaluating the casino as a whole. To find out the determinants of customer satisfaction, along with the relationship between the key factors, this study is based on 2897 reviews, focusing on casino hotels in the Busan area, and performs a series analysis. First, text mining techniques are utilized, in order to elucidate which words were mentioned most often in online reviews. Furthermore, the semantic network method as well as factor and regression analysis were conducted. According to the findings, the top 70 ranked keywords are grouped into four clusters: “Entertainment”, “Service”, “Facilities”, and “Atmosphere”. The results of exploratory factor analysis are grouped in five factors: “Location”, “Outdoor Facilities”, ”Indoor Facilities”, “Services”, and “Entertainment”. Within these five factors, “Location” and “Outdoor Facilities” showed significantly positive impact on customer satisfaction, while “Indoor Facilities” and “Entertainment” have a significant negative influence on customer satisfaction. As a result of these findings, theoretical suggestions and practical recommendations have been made, for helping to launch the future marketing strategies of Busan casino hotels.

Suggested Citation

  • Wei Fu & Shengnan Wei & Jue Wang & Hak-Seon Kim, 2022. "Understanding the Customer Experience and Satisfaction of Casino Hotels in Busan through Online User-Generated Content," Sustainability, MDPI, vol. 14(10), pages 1-18, May.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:10:p:5846-:d:813664
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/10/5846/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/14/10/5846/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Gennaioli, Nicola & Martin, Alberto & Rossi, Stefano, 2018. "Banks, government Bonds, and Default: What do the data Say?," Journal of Monetary Economics, Elsevier, vol. 98(C), pages 98-113.
    2. Prentice, Catherine & Dominique-Ferreira, Sergio & Ferreira, Andreia & Wang, Xuequn (Alex), 2022. "The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    3. Harith Yas Khudhair & Ahmad Jusoh & Khalil Md Nor & Abbas Mardani, 2021. "Price sensitivity as a moderating factor between the effects of airline service quality and passenger satisfaction on passenger loyalty in the airline industry," International Journal of Business Continuity and Risk Management, Inderscience Enterprises Ltd, vol. 11(2/3), pages 114-125.
    4. Raksmey Sann & Pei-Chun Lai & Shu-Yi Liaw & Chi-Ting Chen, 2022. "Predicting Online Complaining Behavior in the Hospitality Industry: Application of Big Data Analytics to Online Reviews," Sustainability, MDPI, vol. 14(3), pages 1-22, February.
    5. Sun, Yang & Gonzalez-Jimenez, Hector & Wang, Shenghui, 2021. "Examining the relationships between e-WOM, consumer ethnocentrism and brand equity," Journal of Business Research, Elsevier, vol. 130(C), pages 564-573.
    6. Hyun-Jeong Ban & Hayeon Choi & Eun-Kyong Choi & Sanghyeop Lee & Hak-Seon Kim, 2019. "Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data," Sustainability, MDPI, vol. 11(23), pages 1-13, November.
    7. Zeng, Guojun & Cao, Xinning & Lin, Zhibin & Xiao, Sarah H., 2020. "When online reviews meet virtual reality: Effects on consumer hotel booking," Annals of Tourism Research, Elsevier, vol. 81(C).
    8. Jungsun (Sunny) Kim & Mikael B. Ahlgren & Jeoung-Woo Byun & Kristin Malek, 2016. "Gambling motivations and superstitious beliefs: a cross-cultural study with casino customers," International Gambling Studies, Taylor & Francis Journals, vol. 16(2), pages 296-315, August.
    9. Hyunduk Suh & Sung-Bum Kim, 2018. "The Macroeconomic Determinants of International Casino Travel: Evidence from South Korea’s Top Four Inbound Markets," Sustainability, MDPI, vol. 10(2), pages 1-18, February.
    10. Pingping Shi & Yaogang Hu & Yongfeng Wang, 2021. "Optimal Service Commission Contract Design of OTA to Create O2O Model by Cooperation with TTA under Asymmetric Information," Mathematical Problems in Engineering, Hindawi, vol. 2021, pages 1-17, May.
    11. Vivek Kumar Verma & Bibhas Chandra, 2018. "Sustainability and customers’ hotel choice behaviour: a choice-based conjoint analysis approach," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 20(3), pages 1347-1363, June.
    12. Chul Woo Yoo, 2020. "An Exploration of the Role of Service Recovery in Negative Electronic Word-of-Mouth Management," Information Systems Frontiers, Springer, vol. 22(3), pages 719-734, June.
    13. Yae-Ji Kim & Hak-Seon Kim, 2022. "The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews," Sustainability, MDPI, vol. 14(2), pages 1-13, January.
    14. Donthu, Naveen & Kumar, Satish & Pandey, Neeraj & Pandey, Nitesh & Mishra, Akanksha, 2021. "Mapping the electronic word-of-mouth (eWOM) research: A systematic review and bibliometric analysis," Journal of Business Research, Elsevier, vol. 135(C), pages 758-773.
    15. Hyun-Jeong Ban & Hak-Seon Kim, 2019. "Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review," Sustainability, MDPI, vol. 11(15), pages 1-17, July.
    16. Shankar, Amit & Jebarajakirthy, Charles & Ashaduzzaman, Md, 2020. "How do electronic word of mouth practices contribute to mobile banking adoption?," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    17. Henry Kaiser, 1974. "An index of factorial simplicity," Psychometrika, Springer;The Psychometric Society, vol. 39(1), pages 31-36, March.
    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. Marija Dragičević & Zorica Krželj Čolović & Anamarija Pisarović, 2023. "The Daily Sailing Tours Clients Experience Assessment—The Case of the “Elaphite Islands of Dubrovnik”, Croatia," Sustainability, MDPI, vol. 15(9), pages 1-16, April.

    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. Hyun-Jeong Ban & Hayeon Choi & Eun-Kyong Choi & Sanghyeop Lee & Hak-Seon Kim, 2019. "Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data," Sustainability, MDPI, vol. 11(23), pages 1-13, November.
    2. Jun Yu & Xiaobin Zhang & Hak-Seon Kim, 2023. "Using Online Customer Reviews to Understand Customers’ Experience and Satisfaction with Integrated Resorts," Sustainability, MDPI, vol. 15(17), pages 1-14, August.
    3. 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.
    4. Woo‐Hyuk Kim, 2018. "Performance drivers in the casino industry of South Korea," Asian-Pacific Economic Literature, The Crawford School, The Australian National University, vol. 32(2), pages 126-134, November.
    5. Sakiyama, Ryo & Dony Dahana, Wirawan & Baumann, Chris & Ye, Mingqi, 2023. "Cross-industrial study on satisfaction-commitment-PWOM linkage: The role of competition, consumption visibility, and service relationship," Journal of Business Research, Elsevier, vol. 160(C).
    6. Moliner-Tena, Miguel A. & Monferrer-Tirado, Diego & Estrada-Guillen, Marta & Vidal-Meliá, Lidia, 2023. "Memorable customer experiences and autobiographical memories: From service experience to word of mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    7. Narariya Dita Handani & Angellie Williady & Hak-Seon Kim, 2022. "An Analysis of Customer Textual Reviews and Satisfaction at Luxury Hotels in Singapore’s Marina Bay Area (SG-Clean-Certified Hotels)," Sustainability, MDPI, vol. 14(15), pages 1-16, July.
    8. Jin Suk Lee & Tae Ho Song, 2022. "Detection of the Perceptual Gap between Experts and Public for the Successful Implementation of New Policies: Evidence from the Educational Policy Development," Sustainability, MDPI, vol. 14(5), pages 1-11, March.
    9. Lillemo, Shuling Chen, 2014. "Measuring the effect of procrastination and environmental awareness on households' energy-saving behaviours: An empirical approach," Energy Policy, Elsevier, vol. 66(C), pages 249-256.
    10. Xiaoxu Dong & Huawei Zhao & Tiancai Li, 2022. "The Role of Live-Streaming E-Commerce on Consumers’ Purchasing Intention regarding Green Agricultural Products," Sustainability, MDPI, vol. 14(7), pages 1-13, April.
    11. Simplice A. Asongu & Nicholas M. Odhiambo, 2019. "Governance, capital flight and industrialisation in Africa," Journal of Economic Structures, Springer;Pan-Pacific Association of Input-Output Studies (PAPAIOS), vol. 8(1), pages 1-22, December.
    12. Pamela E. Ofori & Simplice A. Asongu & Vanessa S. Tchamyou, 2021. "The Synergy between Governance and Economic Integration in Promoting Female Economic Inclusion in Sub-Saharan Africa," Working Papers 21/071, European Xtramile Centre of African Studies (EXCAS).
    13. Simplice A. Asongu, 2014. "Knowledge Economy and Financial Sector Competition in African Countries," African Development Review, African Development Bank, vol. 26(2), pages 333-346, June.
    14. Christian Bittner & Diana Bonfim & Florian Heider & Farzad Saidi & Glenn Schepens & Carla Soares, 2022. "The Augmented Bank Balance-Sheet Channel of Monetary Policy," ECONtribute Discussion Papers Series 149, University of Bonn and University of Cologne, Germany.
    15. Pasura Aungkulanon & Walailak Atthirawong & Pongchanun Luangpaiboon & Wirachchaya Chanpuypetch, 2024. "Navigating Supply Chain Resilience: A Hybrid Approach to Agri-Food Supplier Selection," Mathematics, MDPI, vol. 12(10), pages 1-42, May.
    16. Chimere O. Iheonu, 2019. "Governance and Domestic Investment in Africa," Working Papers 19/001, European Xtramile Centre of African Studies (EXCAS).
    17. Rodríguez-Fuentes, Carlos Javier & Hernández-López, Montserrat, 1997. "Análisis de diferencias estructurales interregionales determinantes en el impacto de la política monetaria," Estudios de Economia Aplicada, Estudios de Economia Aplicada, vol. 7, pages 141-157, Junio.
    18. Asongu, Simplice & Tchamyou, Vanessa & Asongu, Ndemaze & Tchamyou, Nina, 2018. "The Comparative African Economics of Governance in Fighting Terrorism," MPRA Paper 92346, University Library of Munich, Germany.
    19. Leiv Gabrielsen & Pål Ulleberg & Reidulf Watten, 2012. "The Adolescent Life Goal Profile Scale: Development of a New Scale for Measurements of Life Goals Among Young People," Journal of Happiness Studies, Springer, vol. 13(6), pages 1053-1072, December.
    20. Jebarajakirthy, Charles & Shankar, Amit, 2021. "Impact of online convenience on mobile banking adoption intention: A moderated mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 58(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:14:y:2022:i:10:p:5846-:d:813664. 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.