Comparative Content Analysis of Hotel Reviews by Mass Tourism Destination

Atabay, L., & Çizel, B. (2020). Comparative Content Analysis of Hotel Reviews by Mass Tourism Destinations, Journal of Tourism and Services, 21(11), 147-166. doi:10.29036/jots.v11i21.163

  • Leyla Atabay Akdeniz University
  • Beykan Çizel Akdeniz University, Tourism Faculty in Antalya
Keywords: text mining, sentiment analysis, mass tourism destination, content analysis, r programming, all-inclusive system

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.

Author Biographies

Leyla Atabay, Akdeniz University

Leyla Atabay

Student at Akdeniz University Tourism Faculty in Antalya, Turkey. Web: turizm.akdeniz.edu.tr - email: leylaatabay88@gmail.com . She graduated from Nevsehir University - Tourism Management Department (2012). She received her MSc in Tourism and Hotel Management from Akdeniz University (2019). Her major interests are on-line tourist behavior and innovation in tourism.

Beykan Çizel, Akdeniz University, Tourism Faculty in Antalya

Beykan Çizel

Full-professor at Akdeniz University Tourism Faculty in Antalya, Turkey. Web: turizm.akdeniz.edu.tr - email: beykan@akdeniz.edu.tr . He graduated from Bilkent University Tourism and Hotel Management Department (1996). He received his MSc in Tourism and Hotel Management from Akdeniz University (1999), and his Ph.D. in Business Administration from Akdeniz University (2005). His major interests are tourism and hotel management, social psychology, and e-tourist behavior.

Published
2020-12-31