EsACT - Artigos em Proceedings Não Indexados à WoS/Scopus
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- Deciphering Tourist Satisfaction: A Comprehensive Analysis of Accommodation Experiences Through TripAdvisor ReviewsPublication . Correia, Ricardo; Junqueiro, Ângela; Carvalho, Aida; Sousa, João Paulo; Fontes, RutaAbstract: This study delves into tourist satisfaction with accommodation services in a Portuguese rural destination, leveraging TripAdvisor reviews. The primary aim is to discern foreign tourists' contentment and discontent patterns, emphasizing key factors influencing their experiences. Employing Leximancer software for text mining, we analyzed TripAdvisor reviews focusing on accommodation and restaurants. This study shows that in accommodation, satisfaction and dissatisfaction are mixed around specific issues, namely the human factor. The human element is pivotal in shaping positive and negative evaluations. This research pioneers a comprehensive analysis of tourist satisfaction in rural destinations, unravelling distinct themes and commonalities in accommodation experiences. The study underscores the centrality of the human factor in influencing customer perceptions and provides actionable managerial recommendations for heightened service quality and targeted improvements.