Journal article 41 views
Mapping Perceived Service Quality in Tourism Resorts through User-Generated Content
Tiago Savi Mondo ,
Aline Barbosa Tinoco Luz ,
Rômulo Duarte Silva de Oliveira ,
Erose Sthapit,
Brian Garrod 
Strategic Business Research
Swansea University Author:
Brian Garrod
Abstract
This study aims to identify the key components of service quality in Brazilian tourism resorts based on user-generated content posted on online platforms, using indicators drawn from the TOURQUAL model. The research is exploratory in nature, employing a quantitative approach. The sample comprises 82...
| Published in: | Strategic Business Research |
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| URI: | https://cronfa.swan.ac.uk/Record/cronfa71103 |
| Abstract: |
This study aims to identify the key components of service quality in Brazilian tourism resorts based on user-generated content posted on online platforms, using indicators drawn from the TOURQUAL model. The research is exploratory in nature, employing a quantitative approach. The sample comprises 82,327 textual comments published between January 2023 and January 2024. These were extracted from the TrustYou platform, which consolidates guest reviews from Google, TripAdvisor, and Booking.com. The software tools T-LAB (version 8.1) and R-Studio, with the quanteda package, were used to conduct thematic analysis, lexical mapping, and dimensionality reduction through Sammon’s mapping technique. The analysis found that perceptions relating to tangible and operational aspects were important, including factors such as food and beverage services, physical infrastructure, recreation, and cleanliness. Customer service was the most prominent perceived quality factor, involving elements such as the friendliness, technical knowledge, and attentiveness of staff. |
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| College: |
School of Management |