Understanding asymmetric effects of attribute performance on tourist satisfaction with island tourism using user-generated data
Purpose: Past research often relies on linear relationship assumptions from the perspective of managers when studying the relationship between attribute performance and satisfaction. However, this study extracts tourists’ online reviews to explore asymmetric relationships and identifies island touri...
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| Format: | Article |
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Emerald Publishing
2023
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| _version_ | 1825940689057218560 |
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| author | Ji, Guang Meng Ng, Siew Imm Cheah, Jun Hwa Choo, Wei Chong |
| author_facet | Ji, Guang Meng Ng, Siew Imm Cheah, Jun Hwa Choo, Wei Chong |
| author_sort | Ji, Guang Meng |
| collection | UPM |
| description | Purpose: Past research often relies on linear relationship assumptions from the perspective of managers when studying the relationship between attribute performance and satisfaction. However, this study extracts tourists’ online reviews to explore asymmetric relationships and identifies island tourism satisfiers, hybrids and dissatisfiers. Design/methodology/approach: The research uses 3,523 reviews from Tripadvisor to examine Langkawi Island’s tourist satisfaction. Latent Dirichlet allocation (LDA) machine-learning approach, penalty–reward contrast analysis and asymmetric impact-performance analysis (AIPA) were employed to extract and analyse the data. Findings: Langkawi’s dissatisfiers included “hotel and restaurant”, “beach leisure”, “water sport”, “snorkelling”, “commanding view”, “waterfall”, “sky bridge walk”, “animal show”, “animal feeding”, “history culture”, “village activity” and “duty-free mall”. Amongst these, five were low performers. Hybrids encompassed “ticket purchasing”, “amenity” “traditional food market” and “gift and souvenir”, all of which were low performers. Only one attribute was categorised as a satisfier: “nature view” which performed exceptionally well. Practical implications: This study provides recommendations to enhance tourist satisfaction and address tourist dissatisfaction. The elements requiring immediate attention for enhancement are the five low-performance dissatisfiers, as they represent tourists’ fundamental expectations. Conversely, the satisfier or excitement factor (i.e. nature views – mangroves and wildlife) could be prominently featured in promotional materials. Originality/value: This research constitutes an early endeavour to categorise attributes of island tourism into groups of satisfaction, hybrid or dissatisfaction based on user-generated data. It is underpinned by two-factor and three-factor theories. |
| first_indexed | 2025-03-07T13:05:38Z |
| format | Article |
| id | upm.eprints-115602 |
| institution | Universiti Putra Malaysia |
| last_indexed | 2025-03-07T13:05:38Z |
| publishDate | 2023 |
| publisher | Emerald Publishing |
| record_format | dspace |
| spelling | upm.eprints-1156022025-03-07T02:28:07Z http://psasir.upm.edu.my/id/eprint/115602/ Understanding asymmetric effects of attribute performance on tourist satisfaction with island tourism using user-generated data Ji, Guang Meng Ng, Siew Imm Cheah, Jun Hwa Choo, Wei Chong Purpose: Past research often relies on linear relationship assumptions from the perspective of managers when studying the relationship between attribute performance and satisfaction. However, this study extracts tourists’ online reviews to explore asymmetric relationships and identifies island tourism satisfiers, hybrids and dissatisfiers. Design/methodology/approach: The research uses 3,523 reviews from Tripadvisor to examine Langkawi Island’s tourist satisfaction. Latent Dirichlet allocation (LDA) machine-learning approach, penalty–reward contrast analysis and asymmetric impact-performance analysis (AIPA) were employed to extract and analyse the data. Findings: Langkawi’s dissatisfiers included “hotel and restaurant”, “beach leisure”, “water sport”, “snorkelling”, “commanding view”, “waterfall”, “sky bridge walk”, “animal show”, “animal feeding”, “history culture”, “village activity” and “duty-free mall”. Amongst these, five were low performers. Hybrids encompassed “ticket purchasing”, “amenity” “traditional food market” and “gift and souvenir”, all of which were low performers. Only one attribute was categorised as a satisfier: “nature view” which performed exceptionally well. Practical implications: This study provides recommendations to enhance tourist satisfaction and address tourist dissatisfaction. The elements requiring immediate attention for enhancement are the five low-performance dissatisfiers, as they represent tourists’ fundamental expectations. Conversely, the satisfier or excitement factor (i.e. nature views – mangroves and wildlife) could be prominently featured in promotional materials. Originality/value: This research constitutes an early endeavour to categorise attributes of island tourism into groups of satisfaction, hybrid or dissatisfaction based on user-generated data. It is underpinned by two-factor and three-factor theories. Emerald Publishing 2023 Article PeerReviewed Ji, Guang Meng and Ng, Siew Imm and Cheah, Jun Hwa and Choo, Wei Chong (2023) Understanding asymmetric effects of attribute performance on tourist satisfaction with island tourism using user-generated data. Journal of Hospitality and Tourism Insights, 7 (5). pp. 2704-2722. ISSN 2514-9792; eISSN: 2514-9806 https://www.emerald.com/insight/content/doi/10.1108/jhti-06-2023-0416/full/html 10.1108/jhti-06-2023-0416 |
| spellingShingle | Ji, Guang Meng Ng, Siew Imm Cheah, Jun Hwa Choo, Wei Chong Understanding asymmetric effects of attribute performance on tourist satisfaction with island tourism using user-generated data |
| title | Understanding asymmetric effects of attribute performance on tourist satisfaction with island tourism using user-generated data |
| title_full | Understanding asymmetric effects of attribute performance on tourist satisfaction with island tourism using user-generated data |
| title_fullStr | Understanding asymmetric effects of attribute performance on tourist satisfaction with island tourism using user-generated data |
| title_full_unstemmed | Understanding asymmetric effects of attribute performance on tourist satisfaction with island tourism using user-generated data |
| title_short | Understanding asymmetric effects of attribute performance on tourist satisfaction with island tourism using user-generated data |
| title_sort | understanding asymmetric effects of attribute performance on tourist satisfaction with island tourism using user generated data |
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