IDEAS home Printed from https://ideas.repec.org/a/gam/jtourh/v2y2021i1p4-78d480409.html
   My bibliography  Save this article

Measuring Online Destination Image, Satisfaction, and Loyalty: Evidence from Barcelona Districts

Author

Listed:
  • Estela Marine-Roig

    (Senior Lecturer, Department of Business Management, University of Lleida, 25003 Lleida, Catalonia, Spain)

Abstract

The relationships between destination image and tourist satisfaction and loyalty have been studied extensively through surveys. This study aims to measure these constructs through big data analytics by going one step further in a line of research undertaken 8 years ago. The data source is content generated by travelers and shared on social media regarding the 10 districts of the city of Barcelona (Catalonia): more than 750,000 online travel reviews (OTRs) hosted on the Airbnb platform. This study also explores a relationship demonstrated by numerous researchers through surveys: the impact of destination image on tourist loyalty through satisfaction. However, the results are not satisfactory due to the great weight of the lodging price variable that unbalances the relationship. For example, the first district in the ranking of cognitive image categories is also the first in the ranking of average scores and of positive feelings and moods. However, the last two districts in the ranking of cognitive categories are the first in the rankings of satisfaction, positive recommendations, and cheaper prices. Additionally, the findings show that the location of the accommodation significantly determines the theme of the OTR narrative. Moreover, the results confirm previous studies on the exaggerated positivity of peer-to-peer accommodation scores: only 0.92% of 15,625 rated properties had negative overall scores.

Suggested Citation

  • Estela Marine-Roig, 2021. "Measuring Online Destination Image, Satisfaction, and Loyalty: Evidence from Barcelona Districts," Tourism and Hospitality, MDPI, vol. 2(1), pages 1-17, January.
    • Handle: RePEc:gam:jtourh:v:2:y:2021:i:1:p:4-78:d:480409
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2673-5768/2/1/4/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2673-5768/2/1/4/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Igor Calzada, 2018. "(Smart) Citizens from Data Providers to Decision-Makers? The Case Study of Barcelona," Sustainability, MDPI, vol. 10(9), pages 1-25, September.
    2. Sunyoung Hlee & Hanna Lee & Chulmo Koo, 2018. "Hospitality and Tourism Online Review Research: A Systematic Analysis and Heuristic-Systematic Model," Sustainability, MDPI, vol. 10(4), pages 1-27, April.
    3. Brijs, Kris & Bloemer, Josée & Kasper, Hans, 2011. "Country-image discourse model: Unraveling meaning, structure, and function of country images," Journal of Business Research, Elsevier, vol. 64(12), pages 1259-1269.
    4. Eva Martin-Fuentes & Jorge Nieto Ferrando & Estela Marine-Roig & Berta Ferrer-Rosell, 2020. "From Blockbuster to Neighbourhood Buster: The Effect of Films on Barcelona," Sustainability, MDPI, vol. 12(6), pages 1-16, March.
    5. Kumar, V. & Pozza, Ilaria Dalla & Ganesh, Jaishankar, 2013. "Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research," Journal of Retailing, Elsevier, vol. 89(3), pages 246-262.
    6. Gutiérrez, Javier & García-Palomares, Juan Carlos & Romanillos, Gustavo & Salas-Olmedo, María Henar, 2017. "The eruption of Airbnb in tourist cities: Comparing spatial patterns of hotels and peer-to-peer accommodation in Barcelona," Tourism Management, Elsevier, vol. 62(C), pages 278-291.
    7. Estela Marine-Roig, 2017. "Measuring Destination Image through Travel Reviews in Search Engines," Sustainability, MDPI, vol. 9(8), pages 1-18, August.
    8. Mick, David Glen, 1986. "Consumer Research and Semiotics: Exploring the Morphology of Signs, Symbols, and Significance," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 13(2), pages 196-213, September.
    9. Jinsoo Hwang & Muhammad Asif & Kwang-Woo Lee, 2020. "Relationships among Country Image, Tour Motivations, Tour Quality, Tour Satisfaction, and Attitudinal Loyalty: The Case of Chinese Travelers to Korea," Sustainability, MDPI, vol. 12(8), pages 1-19, April.
    10. Estela Marine-Roig & Salvador Anton Clavé, 2016. "A detailed method for destination image analysis using user-generated content," Information Technology & Tourism, Springer, vol. 15(4), pages 341-364, January.
    11. Tae-Hyoung Tommy Gim, 2018. "Tourist Satisfaction, Image, and Loyalty from an Interregional Perspective: An Analysis of Neighboring Areas with Distinct Characteristics," Sustainability, MDPI, vol. 10(4), pages 1-18, April.
    12. Estela Marine-Roig & Berta Ferrer-Rosell & Natalia Daries & Eduard Cristobal-Fransi, 2019. "Measuring Gastronomic Image Online," IJERPH, MDPI, vol. 16(23), pages 1-21, November.
    13. Estela Marine-Roig, 2019. "Destination Image Analytics Through Traveller-Generated Content," Sustainability, MDPI, vol. 11(12), pages 1-23, June.
    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. Galina Ilieva, 2022. "The Impact of Social Media on the Destination Image Formation and Tourist Behavior," Izvestia Journal of the Union of Scientists - Varna. Economic Sciences Series, Union of Scientists - Varna, Economic Sciences Section, vol. 11(1), pages 58-66, 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. Estela Marine-Roig, 2019. "Destination Image Analytics Through Traveller-Generated Content," Sustainability, MDPI, vol. 11(12), pages 1-23, June.
    2. Min-Pei Lin & Estela Marine-Roig & Nayra Llonch-Molina, 2022. "Gastronomy Tourism and Well-Being: Evidence from Taiwan and Catalonia Michelin-Starred Restaurants," IJERPH, MDPI, vol. 19(5), pages 1-24, February.
    3. Estela Marine-Roig & Berta Ferrer-Rosell & Natalia Daries & Eduard Cristobal-Fransi, 2019. "Measuring Gastronomic Image Online," IJERPH, MDPI, vol. 16(23), pages 1-21, November.
    4. Do-Hyung Park & Sungwook Lee, 2021. "UGC Sharing Motives and Their Effects on UGC Sharing Intention from Quantitative and Qualitative Perspectives: Focusing on Content Creators in South Korea," Sustainability, MDPI, vol. 13(17), pages 1-13, August.
    5. Xinxin Guo & Juho Pesonen & Raija Komppula, 2021. "Comparing online travel review platforms as destination image information agents," Information Technology & Tourism, Springer, vol. 23(2), pages 159-187, June.
    6. Khalid Hamad Abaalzamat & Khalid Ibrahim Al-Sulaiti & Nidal Mohammed Alzboun & Hamzah Ali Khawaldah, 2021. "The Role of Katara Cultural Village in Enhancing and Marketing the Image of Qatar: Evidence From TripAdvisor," SAGE Open, , vol. 11(2), pages 21582440211, June.
    7. Mateusz Naramski & Krzysztof Herman, 2019. "The Development of Mobile Tourism in the Upper Silesian Metropolitan Area of Poland," Sustainability, MDPI, vol. 12(1), pages 1-22, December.
    8. Alicia Orea-Giner & Laura Fuentes-Moraleda & Teresa Villacé-Molinero & Ana Muñoz-Mazón & Jorge Calero-Sanz, 2022. "Does the Implementation of Robots in Hotels Influence the Overall TripAdvisor Rating? A Text Mining Analysis from the Industry 5.0 Approach," Post-Print hal-04039195, HAL.
    9. Eva Martin-Fuentes & Jorge Nieto Ferrando & Estela Marine-Roig & Berta Ferrer-Rosell, 2020. "From Blockbuster to Neighbourhood Buster: The Effect of Films on Barcelona," Sustainability, MDPI, vol. 12(6), pages 1-16, March.
    10. Jinsoo Hwang & Muhammad Asif & Kwang-Woo Lee, 2020. "Relationships among Country Image, Tour Motivations, Tour Quality, Tour Satisfaction, and Attitudinal Loyalty: The Case of Chinese Travelers to Korea," Sustainability, MDPI, vol. 12(8), pages 1-19, April.
    11. Daly, Bonita A. & Schuler, Drue K., 1998. "Redefining a certified public accounting firm," Accounting, Organizations and Society, Elsevier, vol. 23(5-6), pages 549-567.
    12. Emilio V. Carral & Marisa del Río & Zósimo López, 2020. "Gastronomy and Tourism: Socioeconomic and Territorial Implications in Santiago de Compostela-Galiza (NW Spain)," IJERPH, MDPI, vol. 17(17), pages 1-25, August.
    13. Tao Liu & Ying Zhang & Huan Zhang & Xiping Yang, 2021. "A Methodological Workflow for Deriving the Association of Tourist Destinations Based on Online Travel Reviews: A Case Study of Yunnan Province, China," Sustainability, MDPI, vol. 13(9), pages 1-15, April.
    14. Goggin, Gerard & Vromen, Ariadne & Weatherall, Kimberlee & Martin, Fiona & Sunman, Lucy, 2019. "Data and digital rights: recent Australian developments," Internet Policy Review: Journal on Internet Regulation, Alexander von Humboldt Institute for Internet and Society (HIIG), Berlin, vol. 8(1), pages 1-19.
    15. Jose María Martín‐Martín & María S. Ostos‐Rey & Jose A. Salinas‐Fernández, 2019. "Why Regulation Is Needed in Emerging Markets in the Tourism Sector," American Journal of Economics and Sociology, Wiley Blackwell, vol. 78(1), pages 225-254, January.
    16. Marc Vallverdu-Gordi & Estela Marine-Roig, 2023. "The Role of Graphic Design Semiotics in Environmental Awareness Campaigns," IJERPH, MDPI, vol. 20(5), pages 1-19, February.
    17. Eleni Kilipiri & Eugenia Papaioannou & Iordanis Kotzaivazoglou, 2023. "Social Media and Influencer Marketing for Promoting Sustainable Tourism Destinations: The Instagram Case," Sustainability, MDPI, vol. 15(8), pages 1-18, April.
    18. Berta Ferrer-Rosell & Germa Coenders & Estela Marine-Roig, 2017. "Is planning through the Internet (un)related to trip satisfaction?," Information Technology & Tourism, Springer, vol. 17(2), pages 229-244, June.
    19. Jinsoo Hwang & Kyuhyeon Joo & Joonho Moon, 2023. "Relationships among Experience Economy, Tour Quality, Tour Satisfaction, and Word-of-Mouth in the Senior Tourism Context in Korea: The Moderating Role of Tour Guiding Services," Sustainability, MDPI, vol. 15(8), pages 1-13, April.
    20. Mihai-Răzvan Sanda & Cristina-Petrina Trincu-Dragusin, 2021. "Supreme Audit Institutions and the Strive Towards an Open Data Culture," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(2), pages 1120-1130, December.

    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:jtourh:v:2:y:2021:i:1:p:4-78:d:480409. 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.