1 Introduction
2 Literature Review
2.1 Overtourism and Tourist Experiences
2.2 Text Analytics on User Generated Content
3 Methodology
3.1 Study Context
3.2 Data Collection and Data Treatment
4 Results
Identified topic | Definition | Keywords |
---|---|---|
*Safety and security | Visitors’ concern about safety and security when visiting the attraction (e.g. pickpockets, security check) | dangerous, suspicious, harass, scam, pickpocket, strangers, steal, group, busy, searched |
*Queues of customers | Visitors’ impression about queuing to access the attraction (e.g. length, time) | wait, inform, queue, entrance, rough, long, fast, crowd, skip, stand |
*Time to visit | Visitors’ impression of what is the best time or period to visit the attraction | hours, week, time, queue, days, night time, schedule, early, summer, weather |
*Social interaction | Visitors’ impression of the interaction with other tourists who are also visiting the attraction | many, groups, tourists, talk, gathering play, security, many, children, families |
*Staff and service | Visitors’ impression of friendliness and helpfulness of the staff working at the attraction | staff, friendly, rude, helpful, English, nice, employees, confused, misunderstanding, refund |
*Location and surroundings | Visitor’s impression about the attraction’s location and its surroundings (e.g. cleanliness, beauty) | places, landmark, Paris, city, location, distance, roads, community, cafes, area |
*Service and facility | Visitors’ impression about the extra services and facilities available at the attraction | shop, restaurant, souvenir, expensive, staff, buy, pay, access, restroom, echo |
*Time value of money | Visitors’ impression of the value they get in return for the money spent at the attraction | worthwhile, waiting, queue, crowds, wonderful, rewarding, special, affordable, reserve, value |
*Visitor expectation | Visitors’ impression of expectation fulfilment or disappointment when visiting the attraction | disappointing, crowded, small, few, overrated, wait, queue, bucket-list, lifetime, best |
*Fee and ticket | Visitors’ impression of the entry fees and tickets (e.g. prices, discounts) | price, free, ticket, enter, age, advance, early, group, cheap, pass |
*Visitor recommendations | Visitors’ recommendations to other potential visitors of the attraction | incredible, recommend, visit, return, must, advise, tip, overrated, impression, worth |
*Emotional experience | Visitors’ emotions experienced throughout their visit to the attraction | disappointing, amazing, remarkable, unique, worth, awesome, breathtaking, boring, surprising, fun, |
*Reputation | Visitors’ impression of the fame and reputation of the attraction and its impact on the visitor experience | famous, overrated, rewarding, unique, worth, overcrowded, icon, expect, nice, better |
*Overall atmosphere | Visitors’ impression of the atmosphere in and at the attraction (e.g. cozy, relaxing) | neighborhood, atmosphere, cozy, worth, views, outside, crowd, romantic, sparkles, light |
Navigation design | Visitors’ ability to navigate and walk through the attraction | signs, lost, English, navigate, understand, helpful, way, display, walking, confusing |
Scenery and view | Visitors’ impression about the scenery and views as seen from and around the attraction | view, good, amazing, scenery, top, city, surrounding, spiritual, steep, climb |
Accessibility | Visitors’ impression about the general accessibility of the attraction (e.g. wheelchair, elderly people) | climb, metro, steps, stairs, lift, tired, walk, base, easier, passageway |
Exhibition impression | Visitors’ impression of the exhibitions they visited at the attraction (e.g. design, appeal) | collection, impressionism. Monet, sculptures, exhibition, interesting, artists, amount, huge, section |
Architecture impression | Visitors’ impression of the architecture of the attractions (e.g. building, glasswork) | chapels, scope, building, inside, style, ceiling, treasure, design, pyramid, shape |
Artwork impression | Visitors’ impression of the artwork present at the attraction (e.g. interesting, inspiring) | interesting, collection, art, Monet, painting, gallery, design, glasswork, sculptures, Picasso |
Information and education | Visitors’ impression of the information and educational value provided at the attraction | information, signs, children, read, understand, school, story, boards, languages, cards |
Culture and history | Visitors’ impression and awareness of the cultural and historical background of the attraction | story, shape, magnificent, cultural, memorial, artefacts, Napoleon, old, history, past |
Impact of religion | Visitors’ impression of the impact of their own religion on the visitor experience at the attraction | church, religious, significance, priest, service, pray, Christian, believer, worship, inspiring |
Public transport | Visitors’ impression of the public transport available to arrive at the attraction | public, metro, booth, transit, bus, arrive, easy, transport, access, distance |
NDP | BSH | LM | TE | CP | MO | AT | SC | Count | Average | |
---|---|---|---|---|---|---|---|---|---|---|
*Safety and security | – | 0.00 | – | 0.61 | – | – | – | – | 2 | 0.31 |
*Queues of customers | 0.61 | – | 0.51 | 0.48 | – | – | – | 0.45 | 4 | 0.51 |
*Time to visit | – | 0.65 | 0.53 | 0.59 | – | 0.77 | – | – | 4 | 0.64 |
*Social interaction | 0.69 | 0.82 | – | – | 0.67 | – | – | – | 3 | 0.73 |
*Staff and service | – | – | – | – | 0.81 | – | −0.14 | – | 2 | 0.34 |
*Location and surroundings | 0.67 | 0.57 | – | 0 | 0.75 | – | 0.66 | – | 5 | 0.53 |
*Service and facility | – | – | – | – | 0.68 | 0.73 | 0.51 | 0.29 | 4 | 0.55 |
*Time value of money | – | – | – | 0.48 | 0.72 | 0.73 | – | 0.35 | 4 | 0.57 |
*Visitor expectation | – | – | 0.71 | 0.46 | – | – | – | – | 2 | 0.59 |
*Fee and ticket | – | – | 0.70 | 0.51 | – | 0.67 | 0.67 | 0.55 | 5 | 0.62 |
*Visitor recommendations | 0.76 | – | – | 0.69 | – | 0.64 | – | 0.45 | 4 | 0.64 |
*Emotional experience | – | – | 0.64 | 0.84 | 0.74 | 0.63 | – | – | 4 | 0.71 |
*Reputation | 0.80 | – | – | – | – | – | – | – | 1 | 0.80 |
*Overall atmosphere | – | 0.79 | – | 0.84 | – | – | – | – | 2 | 0.82 |
Navigation design | – | – | 0.39 | – | 0.23 | 0.70 | – | – | 3 | 0.44 |
Scenery and view | – | 0.68 | – | – | 0 | – | 0.74 | 0.56 | 4 | 0.50 |
Accessibility | 0.70 | 0.61 | – | – | – | – | 0.37 | – | 3 | 0.56 |
Exhibition impression | – | – | 0.51 | – | – | 0.7 | – | – | 2 | 0.61 |
Architecture impression | 0.68 | 0.66 | 0.37 | – | 0.69 | – | 0.83 | 0.56 | 6 | 0.63 |
Artwork impression | 0.67 | – | 0.74 | – | 0.78 | 0.69 | 0.40 | 0.55 | 6 | 0.64 |
Information and education | – | – | – | – | – | – | 0.56 | 0.76 | 2 | 0.66 |
Culture and history | 0.78 | – | 0.72 | – | – | 0.79 | 0.44 | 0.72 | 5 | 0.69 |
Impact of religion | 0.77 | 0.85 | – | – | – | – | – | – | 2 | 0.81 |
Public transport | – | 0.87 | – | – | – | – | – | – | 1 | 0.87 |
Average | 0.71 | 0.65 | 0.58 | 0.55 | 0.61 | 0.71 | 0.50 | 0.52 | 0.61 |