ArticleBehavioral sciences (Basel, Switzerland)2023
Analyzing Online Reviews to Uncover Customer Satisfaction Factors in Indian Cultural Tourism Destinations.
Article in Behavioral sciences (Basel, Switzerland), 2023. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 1 paper.
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The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
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Who cites it
1 citing paper in PubMed.
- The Influence of Muslim and Christian Destinations on Tourists' Behavioural Intentions and Risk Perceptions.Behavioral sciences (Basel, Switzerland) · 2024Article
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3 authors.
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Abstract
Tourism to Indian heritage destinations has been on the rise due to the increasing demand for heritage tourism. Increasing customer satisfaction and promoting Indian culture require tourism businesses to understand factors influencing tourists' experiences and behavior towards these destinations. Therefore, this study analyzes four popular heritage tourist destinations in India by using online reviews collected from Google Travel. Data are refined, processed, and visualized using the R programming language and UCINET 6.0. Furthermore, we explore the fundamental framework and interconnections among these characteristics through the utilization of exploratory factor analysis and linear regression analysis with the assistance of the SPSS software package. Based on customer reviews obtained from Google Reviews, an analysis was conducted on 6618 reviews of four heritage tourism destinations in India. From the top 60 words, four clusters of words were created, including "Physical characteristic", "Cultural and historical link", "atmosphere", and "area". Through explanatory factor analysis and linear regression analysis, we found that Physical characteristic, Cultural and historical link, atmosphere, and area all play a significant role in customer satisfaction. This study provides heritage destination managers and Indian government with insights into which attributes impact customer satisfaction the most and offers valuable marketing insights. As a result of this study, we are able to gain a greater understanding of the Indian heritage tourism market, and in doing so, we provide businesses with implications on how to enhance customer service.
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