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Big Data Insights into Coastal Tourism: Analyzing Customer Satisfaction at Egyptian Red Sea Dive Resorts

Author

Listed:
  • Yinai Zhong

    (Department of Global Hospitality Management, Kyungsung University, Busan 48434, Republic of Korea)

  • Angellie Williady

    (Department of Global Business, Kyungsung University, Busan 48434, Republic of Korea)

  • Narariya Dita Handani

    (School of Global Studies, Kyungsung University, Busan 48434, Republic of Korea
    Department of Management, Faculty of Economics and Business, Universitas Wijaya Kusuma Surabaya, Surabaya 60225, Indonesia)

  • Hak-Seon Kim

    (School of Hospitality & Tourism Management, Kyungsung University, Busan 48434, Republic of Korea)

Abstract

This research aims to explore the relationship between customer satisfaction and various extracted factors at dive resorts in the Red Sea, Egypt, utilizing a hybrid methodology of descriptive and diagnostic analytics applied to online review data. Employing techniques such as KH coder for text analysis, exploratory factor analysis (EFA), and linear regression, this study systematically identifies key elements that influence customer satisfaction. Findings reveal that activities related to diving and marine life markedly enhance guest satisfaction, underscoring the critical role these aspects play in the overall appeal of Egyptian coastal tourism. Conversely, areas such as dining and amenities were identified as needing improvement. The originality of this study lies in its application of big data analytics to dissect and understand customer feedback in a sector-specific context, providing strategic insights for the sustainable advancement of coastal tourism in Egypt. By focusing on dive resorts, this research highlights their integral role in coastal tourism and offers a model for leveraging online customer reviews to enhance service quality and promote sustainable practices within the tourism industry, contributing to the overall growth and sustainability of coastal tourism.

Suggested Citation

  • Yinai Zhong & Angellie Williady & Narariya Dita Handani & Hak-Seon Kim, 2024. "Big Data Insights into Coastal Tourism: Analyzing Customer Satisfaction at Egyptian Red Sea Dive Resorts," Tourism and Hospitality, MDPI, vol. 5(4), pages 1-16, October.
    • Handle: RePEc:gam:jtourh:v:5:y:2024:i:4:p:56-1011:d:1503623
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    References listed on IDEAS

    as
    1. Dimmock, Kay & Musa, Ghazali, 2015. "Scuba Diving Tourism System: A framework for collaborative management and sustainability," Marine Policy, Elsevier, vol. 54(C), pages 52-58.
    2. Gurel Cetin, 2020. "Experience vs quality: predicting satisfaction and loyalty in services," The Service Industries Journal, Taylor & Francis Journals, vol. 40(15-16), pages 1167-1182, December.
    3. Anastasia Arabadzhyan & Paolo Figini & Carmen García & Matías M. González & Yen E. Lam-González & Carmelo J. León, 2021. "Climate change, coastal tourism, and impact chains – a literature review," Current Issues in Tourism, Taylor & Francis Journals, vol. 24(16), pages 2233-2268, August.
    4. Pilar Jiménez-Medina & José Miguel Navarro-Azorín & Clara Cubillas-Para & Andrés Artal-Tur, 2022. "What Safety and Security Measures Really Matter in the Post-COVID Recovery of the Hospitality Industry? An Analysis of the Visitor’s Intention to Return in Spain," Tourism and Hospitality, MDPI, vol. 3(3), pages 1-12, July.
    5. 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.
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