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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 Orcid Logo

Strategic Business Research

Swansea University Author: Brian Garrod Orcid Logo

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...

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Published in: Strategic Business Research
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URI: https://cronfa.swan.ac.uk/Record/cronfa71103
first_indexed 2025-12-07T20:10:26Z
last_indexed 2025-12-08T10:20:47Z
id cronfa71103
recordtype SURis
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spelling 2025-12-07T20:10:24.6293274 v2 71103 2025-12-07 Mapping Perceived Service Quality in Tourism Resorts through User-Generated Content 4f81981d78ed3082b232463da24d1bb9 0000-0002-5468-6816 Brian Garrod Brian Garrod true false 2025-12-07 CBAE 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. Journal Article Strategic Business Research 0 0 0 0001-01-01 COLLEGE NANME Management School COLLEGE CODE CBAE Swansea University Another institution paid the OA fee 2025-12-07T20:10:24.6293274 2025-12-07T20:05:46.6967960 School of Management Business Tiago Savi Mondo 1 Aline Barbosa Tinoco Luz 2 Rômulo Duarte Silva de Oliveira 3 Erose Sthapit 4 Brian Garrod 0000-0002-5468-6816 5
title Mapping Perceived Service Quality in Tourism Resorts through User-Generated Content
spellingShingle Mapping Perceived Service Quality in Tourism Resorts through User-Generated Content
Brian Garrod
title_short Mapping Perceived Service Quality in Tourism Resorts through User-Generated Content
title_full Mapping Perceived Service Quality in Tourism Resorts through User-Generated Content
title_fullStr Mapping Perceived Service Quality in Tourism Resorts through User-Generated Content
title_full_unstemmed Mapping Perceived Service Quality in Tourism Resorts through User-Generated Content
title_sort Mapping Perceived Service Quality in Tourism Resorts through User-Generated Content
author_id_str_mv 4f81981d78ed3082b232463da24d1bb9
author_id_fullname_str_mv 4f81981d78ed3082b232463da24d1bb9_***_Brian Garrod
author Brian Garrod
author2 Tiago Savi Mondo
Aline Barbosa Tinoco Luz
Rômulo Duarte Silva de Oliveira
Erose Sthapit
Brian Garrod
format Journal article
container_title Strategic Business Research
institution Swansea University
college_str School of Management
hierarchytype
hierarchy_top_id schoolofmanagement
hierarchy_top_title School of Management
hierarchy_parent_id schoolofmanagement
hierarchy_parent_title School of Management
department_str Business{{{_:::_}}}School of Management{{{_:::_}}}Business
document_store_str 0
active_str 0
description 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.
published_date 0001-01-01T05:28:05Z
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score 11.090009

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