How can a destination better manage its offering to visitors? Observing visitor experiences via online reviews

Hany Kim, Hyo Jae Joun, Yeongbae Choe, Ashley Schroeder

Research output: Contribution to journalArticlepeer-review

19 Scopus citations


Destinations are competing every day to attract more tourists and increase tourism receipts. In order to maintain tourists' interests in the destination and expect sustainable income from tourism, understanding tourists' perceptions of the destination is a critical task for destination managers. Tourists' continuous visitation can be ensured when destinations are perceived to be positive and attractive. Therefore, this study examines destination attributes that are fundamental elements of the destination and tourists' experiences. More specifically, this study investigates the destination attributes that are perceived to be positive by tourists using online reviews. Online reviews were analyzed with content analysis techniques and the quantified content was statically compared with the star rating provided by tourists. In addition, the influence of destination attributes on other conation dimensions-attitude and behavior-was analyzed. Destination attributes that have an influence on the star rating showed similar results to the attitude. However, behavior dimensions only had a significant influence for tour guides' quality of the destination.

Original languageEnglish (US)
Article number4660
JournalSustainability (Switzerland)
Issue number17
StatePublished - Sep 2019

All Science Journal Classification (ASJC) codes

  • Geography, Planning and Development
  • Renewable Energy, Sustainability and the Environment
  • Environmental Science (miscellaneous)
  • Energy Engineering and Power Technology
  • Management, Monitoring, Policy and Law


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