Open AccessStudy on the complaining behavior of tourists in Scenic spots: The Case in Shaanxi China
Author(s) -
Zhaowen Duan,
Tingwei Zhang,
Rui Jiang,
Xie Shan,
Hanyu Sun
Publication year - 2021
Publication title -
iop conference series. earth and environmental science
Language(s) - English
Resource type - Journals
eISSN - 1755-1307
pISSN - 1755-1315
DOI - 10.1088/1755-1315/634/1/012033
Subject(s) - tourism , china , advertising , service (business) , business , marketing , the internet , geography , computer science , archaeology , world wide web
With the development of the Internet and the popularization of online social platforms, online reviews have become an important channel for tourists to express their travel experience, and they have also become important information references for tourism companies to improve their products and services. This study took 9 tourist attractions in Shaanxi Province as the research object, collected tourist negative word of mouth on TripAdvisor and Ctrip, and explored the online complaining behavior of tourists in the scenic spots. The results show that: (1) Failed scenic services, mismatches between expectations and the scenic environment, not being treated fairly by scenic employees, and other reasons are the main motives that cause tourists to complain online. (2) Tourists’ complaints about scenic spots are mainly concentrated in five areas: Crowded, tourism attraction, service, tickets, management and others. The complaints of tourists from different scenic spots are slightly different. (3) Tourists of different nationalities have different incomes and cultural backgrounds, which lead to different complaints about the scenic spots. The research results of this article are conducive to the managers of scenic spots to understand the content of tourists’ complaints and the reasons of tourists’ complaining behaviors, and it is conducive to the smooth implementation of the remedial measures after the event by enterprises, thereby enhancing the satisfaction of tourists.