{"title":"Comparative Content Analysis of Hotel Reviews by Mass Tourism Destination","authors":"Leyla Atabay, B. Çizel","doi":"10.29036/jots.v11i21.163","DOIUrl":null,"url":null,"abstract":"This article examines user-generated content (UGC) related to hotels in three different mass tourism destinations (Antalya, Majorca, and Sharm El Sheikh) that offer services with the all-inclusive system (AIS) to comparatively analyses tourists' evaluations and emotions about service components. While the study was designed with the content analysis method, text mining and sentiment analysis were used together. Customer reviews (UGC) of top hotels in three different mass tourism destinations were collected from an on-line travel review site. A total of 3588 English hotel reviews were analysed by the R program. Analysis of the reviews for famous mass tourism destination hotels in the Mediterranean region has also clearly revealed the priority service characteristics (rooms, staff, and food) and dominant emotions for hotels in all destinations in comparison. Moreover, the multiple correspondence analysis results clearly show how the emotions about the services of the hotels in three different regions diverge. Analysis results provide important clues for mass tourism destination hotels working with AIS.","PeriodicalId":43795,"journal":{"name":"Journal of Tourism and Services","volume":" ","pages":""},"PeriodicalIF":3.1000,"publicationDate":"2020-12-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"7","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Tourism and Services","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.29036/jots.v11i21.163","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
引用次数: 7
Abstract
This article examines user-generated content (UGC) related to hotels in three different mass tourism destinations (Antalya, Majorca, and Sharm El Sheikh) that offer services with the all-inclusive system (AIS) to comparatively analyses tourists' evaluations and emotions about service components. While the study was designed with the content analysis method, text mining and sentiment analysis were used together. Customer reviews (UGC) of top hotels in three different mass tourism destinations were collected from an on-line travel review site. A total of 3588 English hotel reviews were analysed by the R program. Analysis of the reviews for famous mass tourism destination hotels in the Mediterranean region has also clearly revealed the priority service characteristics (rooms, staff, and food) and dominant emotions for hotels in all destinations in comparison. Moreover, the multiple correspondence analysis results clearly show how the emotions about the services of the hotels in three different regions diverge. Analysis results provide important clues for mass tourism destination hotels working with AIS.
期刊介绍：
Journal of Tourism and Services, established in September 2010, is the international reviewed scientific research journal published by the Center for International Scientific Research of VŠO and VŠPP in cooperation with the following partners. The journal publishes high-quality scientific papers and essays with a focus on tourism and service industry development. Together with the scientific part and in order to promote the exchange of current and innovative ideas and stimulating debate, the Journal also includes Reviews of Existing Work or Short Essays, Research Notes, and Research and Industry sections to address important topics and advance theoretical knowledge or thinking about key areas of tourism and services and to allow researchers to present initial findings and reflections or problems concerning fieldwork and research in general.
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