Positioning of tourist destinations in the digital era: a review of online customer feedback

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gaurav Tripathi ◽  
Parul Wasan
Keyword(s):  
Digital Media ◽  
Tourism Industry ◽  
Destination Image ◽  
Site Management ◽  
Visitor Experience ◽  
Content Type ◽  
Customer Reviews ◽  
Tourist Destinations ◽  
Customer Feedback ◽  
Thoughtful Discussion

Purpose The purpose of this paper is to identify features of online content that create engagement amongst consumers by exploring online customer feedback from the world’s leading tourist website (s). This paper also attempts to unveil the factors based on customer reviews, which will be vital for the tourism industry professionals to promote and position India’s tourist destinations. Design/methodology/approach This paper involves an analysis of customer feedback from TripAdvisor.com. The approach to research is exploratory and attempts to uncover critical factors arising out of rising visitor experience in the digital media sphere. Findings Key factors are nuanced around service quality of the destination image. Identified factors that need the attention of the policymakers, site management and service professionals at large are fairness of price, distractions/irritants and varied expectations of the international and national tourists. Practical implications The findings will have substantial implications for the policymakers, the site management and service professionals. Research outcomes are based on the analysis of real customer reviews hence makes this study vital for decision-makers as well as for academic researchers working in this area. Originality/value This study used the real tourist’s data from TripAdvisor.com. The customer’s postings on the website are those of verified visitors. This paper should help in developing a thoughtful discussion around positioning India as a preferred destination in the online arena aiming at future tourists.

Antecedents of tourist loyalty to tourist destinations: a mediated-moderation study

2018 ◽  
Vol 4 (2) ◽  
pp. 261-278 ◽  
Author(s):  
Suhail Ahmad Bhat ◽  
Mushtaq Ahmad Darzi
Keyword(s):  
Factor Analysis ◽  
Tourism Industry ◽  
The State ◽  
Destination Image ◽  
Satisfaction Level ◽  
Jammu And Kashmir ◽  
Content Type ◽  
Tourist Destinations ◽  
Moderating Role

PurposeThe purpose of this paper is to analyze the impact of destination image on satisfaction level and tourist loyalty toward the various tourist destinations in Jammu and Kashmir. The study, also, attempted to investigate the mediating role of satisfaction and moderating role of gender, past experience and tourist origin in the proposed model.Design/methodology/approachThe study was carried out in the state of Jammu and Kashmir spread over three divisions, i.e., Jammu, Kashmir and Ladakh. The study employs questionnaire survey method for data collection. Purposive sampling was adopted for data collection and data analysis was carried out through exploratory factor analysis, confirmatory factor analysis and structural equation modeling techniques.FindingsThe study has found that cognitive image, affective image and unique image are the significant dimensions of destination image, which in turn has a positive effect on satisfaction level and tourist loyalty. It was also found that destination image has both direct and indirect effect on tourist loyalty.Research limitations/implicationsThe state of Jammu and Kashmir has been badly affected by ongoing political instability, which has caused huge losses to the tourism industry. The results of the study will be helpful to policymakers in designing various strategies and programs for maximizing tourist inflow and growth of tourism industry in the state of Jammu and Kashmir.Practical implicationsFurther, finding of the study will assist destination managers in understanding consumer behavior for promoting destination shopping activities. This will enhance tourist expenditure at destinations and thus provides direct benefits to the local economy.Originality/valueVery little research has been conducted on moderating role of gender, past experience and tourist origin in the destination image and its association with satisfaction and tourist loyalty in the state of Jammu and Kashmir. Managing destination image and quality of tourist experience are critical to induce favorable expectations of destination in the tourist’s mind.

How electronic word of mouth (e-WOM) triggers intention to visit through destination image, trust and satisfaction: the perception of a potential tourist in Japan and Indonesia

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ida Bagus Putu Purbadharmaja ◽  
Putu Yudi Setiawan ◽  
Toshikatsu Hayashi ◽  
Anak Agung Bagus Putu Widanta
Keyword(s):  
Peer Review ◽  
Word Of Mouth ◽  
Structural Model ◽  
Developed Countries ◽  
Tourism Industry ◽  
Online Discussions ◽  
Theory And Practice ◽  
Destination Image ◽  
Electronic Word Of Mouth ◽  
Content Type

PurposeThe purpose of the paper is to analyze the different results between the effects of electronic word of mouth (e-WOM) on the perception of potential tourist in Japan and Indonesia regarding destination image, destination trust, satisfaction and their intention to visit.Design/methodology/approachThis research method is a structural model. Based on the existing literature review, several variables were obtained which were then analyzed by WarpPLS 6.0 software. The sampling method applied in this study is the purposive sampling technique. Samples of 200 potential tourists were collected in Indonesia and 100 potential tourists were collected in Japan. The population in this study was a potential tourist in Indonesia and Japan, with the following criteria: An Indonesian citizen, age between 19 and 60 years, who has never visited Japan and a Japanese citizen who has never visited Indonesia and have ever read or conduct online discussions regarding Japan and Indonesia as a tourist destination.FindingsThe results of the analysis of the two respondents in Japan and Indonesia prove that e-WOM has a positive effect on the image of the destination and intention to visit but not on the confidence of the destination. Destination image was also proven to significantly mediate the influence of e-WOM on intention to visit. These findings bring important implications for the theory and practice of tourism marketing.Originality/valueTheoretically, the result could be used as a reference for further research about the comparison between the effect e-WOM on destination image, destination trust and intention to visit of potential tourist in developed countries and developing countries. Practically, the result could be used as a consideration for the tourism industry and authority in both countries when formulating the destination marketing strategy.Peer reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-03-2019-0111

An application of AHP approach to investigate tourism promotional effectiveness

2013 ◽  
Vol 19 (1) ◽  
pp. 1-22
Author(s):  
Wen-Hsiang Lai ◽  
Nguyen Quang Vinh
Keyword(s):  
Tourism Industry ◽  
Destination Image ◽  
Factors Affecting ◽  
Tourist Destinations ◽  
Tourist Satisfaction ◽  
Promotional Strategy ◽  
Service Staff ◽  
Promotional Strategies ◽  
Study Designs ◽  
Hierarchy Process

Purpose – The tourism industry service network (TISN) is considered to be one of the largest components of tourism in the modern Vietnamese economy. The Vietnam National Administration of Tourism (VNAT) is currently developing a long-term plan to diversify the country’s tourism industry and to improve the destination image of Vietnam. To successfully implement this plan, the Vietnamese tourism industry must employ effective promotional strategies. Design – This study designs to determine the necessity of measuring the effectiveness of the promotional activities of tourist destinations and to decide upon a promotional strategy that appropriately parallels the desired destination attributes and destination image. Methodology – This study proposes to address tourism promotional efficiency using the analytical hierarchy process (AHP) methodology, a decision-making method based on pairwise comparisons between criteria, and constructs an evaluation structure with criteria-associated weights for factor selection. Approach – In accordance with AHP design, this study selects participants who had been in charge of or served in the Vietnamese tourism industry for a number of years. Findings – This study finds that “government policy”, “service staff” and “tourist satisfaction” are the three most important factors impacting tourism promotional effectiveness. Surprisingly, “tourist loyalty” and “tourism infrastructure” are considered to be the least important factors affecting tourism promotional efficiency. Originality of the research – This study provides valuable information and knowledge of tourism promotional effectiveness to be fully shared and passed on in the tourism industry, resulting in a corporate cultural atmosphere that creates the innovative impetus of destination attributes and images.

scholarly journals EFFECT OF COVID 19 ON THE PERFORMANCE OF TOURISM INDUSTRY.A CRITICAL LITERATURE REVIEW

2021 ◽  
Vol 1 (1) ◽  
pp. 16-28
Author(s):  
John Githii
Keyword(s):  
Management Plan ◽  
Tourism Industry ◽  
Destination Image ◽  
Empirical Literature ◽  
Tourist Destinations ◽  
The People ◽  
Travel Restrictions ◽  
Retirement Funds ◽  
International Airlines ◽  
The Impact

Purpose: Among all segments in the economy, tourism is one of the main sectors which impact the economy as many governments impose travel restrictions, travel bans, shutting down airports, and mass passenger cancellations The pandemic has forced people to use their retirement funds early as they needed to make a living. The general objective of the study was to examine effect of Covid 19 on the performance of tourism industry. Methodology: The paper used a desk study review methodology where relevant empirical literature was reviewed to identify main themes and to extract knowledge gaps. Findings: The study concluded that the Coronavirus puts a furrow on the tourism industry. Many domestic and international Airlines Companies are forced to cancel their flights from and to other countries due to insufficient tourist as the people are becoming panicked for the spread of this harmful virus. Revenues from the tourist industries has  got a bit lowered as no individuals are traveling to visit tourist destinations as all flights are being canceled . It has also showcased the ultimate harm it created on the economy of the country and the globe at the same time. It is being thought that the impact will continue for some more time and that is of much more concern in recent time Recommendations: The study recommends that tourism industry stakeholders should be ready for post-corona environment. There are different scenarios on when the industry will recover, what new challenges and standards will be imposed, who are more likely to travel which products and services will disappear and transform. Hence the stakeholders should be able to create different action plans for each scenario to be put into action after recovery. Destination image shall also be re-positioned based on safety, health and cleanliness. All stakeholders should also make sure they have a risk and crises management plan and a strong financial structure to improve their resilience in the future.

India’s destination image and loyalty perception in Thailand

2020 ◽  
Vol 6 (3) ◽  
pp. 565-582
Author(s):  
Theera Erawan
Keyword(s):  
Mixed Methods ◽  
Conceptual Model ◽  
Research Methodology ◽  
Indirect Effects ◽  
Mixed Methods Research ◽  
Tourism Industry ◽  
Destination Image ◽  
Equation Modeling ◽  
Content Type ◽  
Destination Loyalty

Purpose The purpose of this paper is to examine the direct and indirect effects of destination image on destination loyalty. Indirect effects are measured via tourists’ satisfaction. Design/methodology/approach A reliable conceptual framework was developed through a mixed methods research methodology. A three-pronged approach was used to cross-validate the results from a literature review, expert interviews, and exploratory study. Structural equation modeling was used in conceptual model development and hypotheses testing. Findings Exploratory dimensions of destination image, satisfaction and destination loyalty of Indian cities were revealed from Thai tourists’ perception. The positive indirect effects of destination image on destination loyalty via satisfaction is supported. Research limitations/implications This study is limited to tourists of Thai nationality who visited India’s travel destinations. Future research should include further generalization of the research methodology to specific travel destination. Practical implications This study provides useful information for India’s tourism industry, specifically for the marketing of historical cities as travel destinations. Originality/value By proposing a reliable conceptual model based on a mixed methods research methodology, this study is among the first to explore destination image, satisfaction and destination loyalty in India’s tourism context. The mediating role of satisfaction on destination image and destination loyalty was also recognized as an extension of, and contribution, to the theoretical foundation for the destination image concept.

scholarly journals Stimulating satisfaction and loyalty: transformative behaviour and Muslim consumers

2020 ◽  
Vol 32 (9) ◽  
pp. 2903-2923
Author(s):  
Naushad Mohamed ◽  
Babak Taheri ◽  
Anna Farmaki ◽  
Hossein Olya ◽  
Martin Joseph Gannon
Keyword(s):  
Complexity Theory ◽  
Consumer Satisfaction ◽  
Qualitative Comparative Analysis ◽  
Tourism Industry ◽  
Destination Image ◽  
Future Research ◽  
Content Type ◽  
Hospitality And Tourism Industry ◽  
Tourism And Hospitality ◽  
Practical Implications

Purpose This study aims to investigate the combinations of religiosity, cosmopolitanism and perceived destination image leading to satisfaction and loyalty amongst Muslim consumers within the Maldivian tourism and hospitality context. Design/methodology/approach Using fuzzy-set qualitative comparative analysis (fsQCA), this study reveals that diverse combinations of religiosity, cosmopolitanism and destination image dimensions stimulate satisfaction and loyalty in Muslim consumers. Findings Multiple recipes can be used to design compelling destinations that balance the desire for religiosity and cosmopolitanism characteristic of contemporary Muslim consumers. The results confirm the applicability of complexity theory in explaining Muslim consumer behaviour within the Islamic destination context. Practical implications Several implications for the hospitality and tourism industry are drawn from the results, with suggestions for future research provided. Each fsQCA recipe identifies distinct suggestions to shape the design of destination attributes and hospitality offerings to stimulate consumer satisfaction and loyalty. Originality/value Complexity theory was applied to assess the complex causal relationships among Muslim consumers’ religiosity, perceived destination image, cosmopolitanism, satisfaction and loyalty.

Experiences of international tourists with healthy signature foods: a case study in Malacca

2019 ◽  
Vol 122 (6) ◽  
pp. 1869-1882 ◽  
Author(s):  
Mageswari Kunasegaran ◽  
S. Mostafa Rasoolimanesh ◽  
Sofiah Kadar Khan
Keyword(s):  
Cultural Values ◽  
Relevant Literature ◽  
Tourism Industry ◽  
Tourist Destination ◽  
Content Type ◽  
Tourist Gaze ◽  
Tourist Destinations ◽  
Holistic Understanding ◽  
Gaze Theory

Purpose The purpose of this paper is to investigate the experiences of international tourists with healthy signature food at a tourist destination, and explore the perceptions of food providers regarding the preparation of healthy signature foods. Healthy signature food at tourist destinations has become a crucial factor that can determine whether tourists revisit a tourist destination. The relevant literature review and Urry’s tourist gaze theory indicate that there is a lack of previous research on healthy signature foods among international tourists and food providers. The current study addresses this gap by providing a holistic understanding of healthy signature foods and how they have led to a culture of healthy eating in the tourism industry. Design/methodology/approach A case study was conducted in Malacca, a World UNESCO Heritage Site, to identify the experiences of international tourists with local signature foods. A purposive sampling method was selected to gather information from international tourists and food providers. The data were collected through semi-structured interviews to gain a detailed perspective of healthy signature foods. Findings The results revealed four thematic analysis outcomes, namely, memorable food experiences, food hygiene consciousness, cultural values and tourist happiness, which directly impact tourists’ satisfaction and intention to revisit. Additionally, aspects such as type of trip, trip frequency and the purpose of the trip influenced tourists’ experiences with healthy signature food. Furthermore, it was found that the selected food providers prepared their meals according to the standard procedures. Originality/value The current study extends Urry’s tourist gaze theory by exploring tourists’ perceptions of healthy signature food as well as exploring the way the food is prepared. Healthy signature food has much potential as a means of attracting and sustaining international tourists at tourist destinations. Furthermore, it strengthens the supply chain relationship between international tourists (customers) and food providers (suppliers) in the food tourism industry.

Global cities, Tokyo, urban tourism

2017 ◽  
Vol 3 (2) ◽  
pp. 143-157 ◽  
Author(s):  
Joan Henderson
Keyword(s):  
Tourism Industry ◽  
Global City ◽  
Global Cities ◽  
Content Type ◽  
Tourist Destinations ◽  
International Tourist ◽  
Tourist Flows ◽  
Tourism Resources ◽  
The Relationship

Purpose The purpose of this paper is to explore the relationship between global cities and international tourism with particular reference to the recent experiences of Tokyo which has recently seen a marked increase in arrivals. It addresses questions of the standing of Tokyo as a global city and tourist destination, how the two functions are connected and why changes are occurring. Design/methodology/approach The methodology employed is that of an empirical case study based on the analysis of published materials drawn from a diversity of sources. Findings The defining characteristics of global cities are generally conducive to their function as international tourist destinations. They possess a wealth of tourism resources and amenities which facilitate inbound tourist flows. Tokyo is a prominent example of a global city, but has tended to attract fewer visitors than others in that category. The recent significant growth in arrivals is attributed to changes in the tourism industry and wider environment, yet some challenges remain before it can catch up with its counterparts. Originality/value Fresh insights are afforded into the implications of global city status for tourism and the development of Tokyo as a destination which tends to have been neglected in the literature.

Conclusion

2014 ◽  
Vol 6 (5) ◽  
pp. 485-490 ◽  
Author(s):  
Jorge Costa ◽  
João Gomes ◽  
Mónica Montenegro
Keyword(s):  
Economic Recession ◽  
Tourism Industry ◽  
Theme Issue ◽  
Content Type ◽  
Tourist Destinations ◽  
Industry Performance ◽  
Key Points ◽  
Negative Impacts ◽  
The Impact ◽  
Creativity And Innovation

Purpose – This paper aims to critically review the contributions made by the authors of the articles selected for this theme issue and to present the main lessons learnt, recommendations and key points for action by tourist destinations. Design/methodology/approach – Content analysis of the papers presented in this theme issue was performed so as to review the most relevant contributions made by authors. Findings – From the analysis of the different articles and proposals by their authors, it becomes clear that Portugal has managed to face the context of financial crisis in a positive manner, thus avoiding negative impacts on the image of Portugal as a tourist destination. By stimulating creativity and innovation among industry operators, new products and services have been developed and offered to the market. This outcome contrasts with the situation at the start of the economic recession when it was not possible to attract new tourists, improve the rate of repeaters or achieve strong industry performance. Originality/value – A summary of the key ideas in the articles comprising this theme issue is presented, allowing for the identification of good practices and lessons to be learned from a very tough economic and social context. Despite the unpopular measures taken by political decision-makers, the impact in the tourism industry, was positive, resulting in improved results in the main tourism indicators.

Destination image of Indian tourism destinations

2016 ◽  
Vol 28 (3) ◽  
pp. 499-524 ◽  
Author(s):  
Anupriya Kaur ◽  
Abhilasha Chauhan ◽  
Yajulu Medury
Keyword(s):  
Correspondence Analysis ◽  
Destination Image ◽  
Current Position ◽  
Policy Makers ◽  
Content Type ◽  
Tourist Destinations ◽  
The Subject ◽  
Tourism Destinations ◽  
Parking Facilities ◽  
Practical Implications

Purpose – The purpose of this paper is to evaluate tourist destinations’ image based on the attributes obtained from the extant literature using correspondence analysis. Design/methodology/approach – This study is aimed at measuring and illustrating destination image of tourism destinations perceived by domestic tourists. Five tourism destinations – Ooty, Shimla, Manali, Mussoorie and Mount Abu were selected as the subject of the study. Based on a representative sample of 800 respondents from the surveys across destinations, correspondence analysis was employed to illustrate an attribute based comparative analysis of the destination image of the tourist destinations. Findings – Findings reveal that the attribute natural attraction was positively perceived by respondents across all destinations and the attribute infrastructure emerged as an area in need of dire attention. Further, the most dominant attributes which marked destinations’ positioning were – local cuisine and food outlets, hotels and restaurants, famous handicraft and parking facilities. Research limitations/implications – The findings of this study need to be integrated with qualitative studies to explore the underlying reasons for the perceived destination image. Practical implications – These results provide direction to policy makers and practitioners to visualize their destinations’ competitive standing relative to their competitors’ strengths and weaknesses. This tourist-derived intelligence presents an opportunity to take advantage of its current position, or if necessary, optimally reposition itself. Originality/value – This paper documents research that was the first to systematically capture and comparatively illustrate the destination image of Indian tourist destinations.

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