Research Article
SentiSfaction: New cultural way to measure tourist COVID-19 mobility in Italy
More Detail
1 University of Bari “Aldo Moro”, Bari, ITALY* Corresponding Author
Mediterranean Journal of Social & Behavioral Research, 7(1), February 2023, 29-41, https://doi.org/10.30935/mjosbr/12790
Published: 01 January 2023
OPEN ACCESS 774 Views 491 Downloads
ABSTRACT
From a psycho-linguistic and marketing perspective, the research fits into the evaluation of in the context of tourism and, in particular, tourism mobility, targeting one of the leading Italian rail transport companies, namely Trenitalia. This study, conducted on tweets, aims to examine how talks about the transport service offered by Trenitalia. A total of 674 tweets for the tourist season 2019 and 100 tweets for the tourist season 2020 were collected following the pre-COVID-19 and COVID-19 period. The methodology is the application of sentiment analysis (SA) that produces quantitative and qualitative results. For the quantitative part, the sentiment was calculated first automatically via the Sentistrength software, then an extraction of the frequencies and calculation of the dependence (Chi-square statistic and t-test) between year and polarity was conducted with R, statistical software. The results show that SA is a good methodology of analysis of the online reputation and customer satisfaction of a company that deals with tourism, also in the difference between pre-COVID-19 and COVID-19 period.
CITATION (APA)
Papapicco, C. (2023). SentiSfaction: New cultural way to measure tourist COVID-19 mobility in Italy. Mediterranean Journal of Social & Behavioral Research, 7(1), 29-41. https://doi.org/10.30935/mjosbr/12790
REFERENCES
- Alkubaisi, G. A. A. J., Kamaruddin, S. S., & Husni, H. (2018). Stock market classification model using sentiment analysis on Twitter based on hybrid naive Bayes classifiers. Computer and Information Science, 11(1), 52-64. https://doi.org/10.5539/cis.v11n1p52
- Amplayo, R. K., Lee, S., & Song, M. (2018). Incorporating product description to sentiment topic models for improved aspect-based sentiment analysis. Information Sciences, 454, 200-215. https://doi.org/10.1016/j.ins.2018.04.079
- Ardani, W., Rahyuda, K., Giantari, I. G. A. K., & Sukaatmadja, I. P. G. (2019). Customer satisfaction and behavioral intentions in tourism: A literature review. International Journal of Applied Business and International Management, 4(3), 84-93. https://doi.org/10.32535/ijabim.v4i3.686
- Atefeh, F., & Khreich, W. (2015). A survey of techniques for event detection in twitter. Computational Intelligence, 31(1), 132-164. https://doi.org/10.1111/coin.12017
- Barsky, D. (1992). Customer satisfaction in the hotel industry: Meaning and ieasurement. Hospitality Research Journal, 16(1), 51-73. https://doi.org/10.1177/109634809201600105
- Basiri, M. E., Nemati, S., Abdar, M., Cambria, E., & Acharya, U. R. (2021). ABCDM: An attention-based bidirectional CNN-RNN deep model for sentiment analysis. Future Generation Computer Systems, 115, 279-294. https://doi.org/10.1016/j.future.2020.08.005
- Caffi, C. (2013). Mitigation. In M. Sbisà, & K. Turner (Eds.), Pragmatics of speech actions (pp. 257). De Gruyter Mouton. https://doi.org/10.1515/9783110214383.257
- Cambria, E., & Hussain, A. (2012). Sentic computing: Techniques, tools, and applications. Springer. https://doi.org/10.1007/978-94-007-5070-8
- Campo, S., & Yagüe, J. M. (2009). Exploring non-linear effects of determinants on tourists’ satisfaction. International Journal of Culture, Tourism and Hospitality Research, 3(2), 127-138. https://doi.org/10.1108/17506180910962131
- Campo-Martínez, S., & Garau-Vadell, J. B. (2010). The generation of tourism destination satisfaction. Tourism Economics, 16(3), 461-475. https://doi.org/10.5367/000000010792278383
- Cavazza, N. (2012). Pettegolezzi e reputazione [Gossip and reputation]. Il Mulino.
- Chang, J. C. (2008). Tourists’ satisfaction judgments: An investigation of emotion, equity, and attribution. Journal of Hospitality and Tourism Research, 32(1), 108-134. https://doi.org/10.1177/1096348007309571
- Chatzigeorgiou, C., Christou, E., Kassianidis, P., & Sigala, M. (2009). Examining the relationship between emotions, customer satisfaction and future behavioural intentions in agrotourism. Tourismos: An International Multidisciplinary Journal of Tourism, 4(4), 145-161.
- Chen, C. F., & Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29-35. https://doi.org/10.1016/j.tourman.2009.02.008
- Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests‟ satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20(3), 277- 297. https://doi.org/10.1016/S0278-4319(01)00006-8
- Das, S., & Chen, M. (2001). Yahoo! for Amazon: Extracting market sentiment from stock message boards. In Proceedings of the Asia Pacific Finance Association Annual Conference.
- Dash, G., Kiefer, K., & Paul, J. (2021). Marketing-to-millennials: Marketing 4.0, customer satisfaction and purchase intention. Journal of Business Research, 122, 608-620. https://doi.org/10.1016/j.jbusres.2020.10.016
- Dave, K., Lawrence, S., & Pennock, D. M. (2003). Mining the peanut gallery: Opinion extraction and semantic classification of product reviews. In Proceedings of WWW (pp. 519-528). https://doi.org/10.1145/775152.775226
- De Kerckhove, D. (2003). La conquista del tempo. Società e democrazia nell’era della rete [The conquest of time. Society and democracy in the Internet age]. Editori Riuniti.
- Deaden, P., & Harron, S. (1994). Alternative tourism and adaptive change. Annals of Tourism Research, 21(1), 81-102. https://doi.org/10.1016/0160-7383(94)90006-X
- Della Corte, V., Sciarelli, M., Cascella, C., & Del Gaudio, G. (2015). Customer satisfaction in tourist destination: The case of tourism offer in the city of Naples. Journal of Investment and Management, 4(1-1), 39-50. https://doi.org/10.11648/j.jim.s.2015040101.16
- Deng, W. J., Yeh, M. L., & Sung, M. L. (2013). A customer satisfaction index model for international tourist hotels: Integrating consumption emotions into the American customer satisfaction index. International Journal of Hospitality Management, 35, 133-140. https://doi.org/10.1016/j.ijhm.2013.05.010
- Fah, L. K., & Kandasamy, S. (2011). An investigation of service quality and customer satisfaction among hotels in Langkawi. In Proceedings of the International Conference on Management.
- Ginieis, M., Sánchez-Rebull, M-V., & Campa-Planas, F. (2012). The academic journal literature on air transport: Analysis using systematic literature review methodology. Journal of Air Transport Management, 19, 31-35. https://doi.org/10.1016/j.jairtraman.2011.12.005
- Gountas, J., & Gountas, S. (2007). Personality orientations, emotional states, customer satisfaction, and intention to repurchase. Journal of Business Research, 60(1), 72-75. https://doi.org/10.1016/j.jbusres.2006.08.007
- Gui, M. (2014). A dieta di media [On a medium diet]. Il Mulino.
- Gummesson, E. (1998). Relationship marketing as a paradigm shift: Some conclusions from the 30R approach. Management Decision, 35(3-4), 267-272. https://doi.org/10.1108/00251749710169648
- Hoyer, W. D., & MacInnis, D. J. (2001). Consumer behaviour. Houghton Mifflin Company.
- Huang, H. H., Chiu, C. K., & Kuo, C. (2006). Exploring customer satisfaction, trust and destination loyalty in tourism. Journal of American Academy of Business, 10(1), 156-159. https://doi.org/10.1108/BIJ-04-2015-0038
- Hult, G. T. M., Sharma, P. N., Morgeson III, F. V., & Zhang, Y. (2019). Antecedents and consequences of customer satisfaction: do they differ across online and offline purchases? Journal of Retailing, 95(1), 10-23. https://doi.org/10.1016/j.jretai.2018.10.003
- Hwang, J., & Han, H. (2014). Examining strategies for maximizing and utilizing brand prestige in the luxury cruise industry. Tourism Management, 40, 244-259. https://doi.org/10.1016/j.tourman.2013.06.007
- Iaquinto, B. L. (2020). Tourist as vector: Viral mobilities of COVID-19. Dialogues in Human Geography, 10(2), 174-177. https://doi.org/10.1177/2043820620934250
- James, W. (1955). Pragmatism. Merridian Books.
- Kaur, H., Ahsaan, S. U., Alankar, B., & Chang, V. (2021). A proposed sentiment analysis deep learning algorithm for analyzing COVID-19 tweets. Information Systems Frontiers, 13, 1417-1429. https://doi.org/10.1007/s10796-021-10135-7
- Kirelli, Y., & Arslankaya, S. (2020). Sentiment analysis of shared tweets on global warming on Twitter with data mining methods: A case study on Turkish language. Computational Intelligence and Neuroscience, 2020, 1904172.https://doi.org/10.1155/2020/1904172
- Koc, E. (2006). Total quality management and business excellence in services: The implications of all-inclusive pricing system on internal and external customer satisfaction in the Turkish tourism market. Total Quality Management & Business Excellence, 17(7), 857-877. https://doi.org/10.1080/14783360600595252
- Konietschke, F., Placzek, M., Schaarschmidt, F., & Hothorn, L. A. (2015). nparcomp: An R software package for nonparametric multiple comparisons and simultaneous confidence intervals. Journal of Statistical Software, 64(9), 1-17. https://doi.org/10.18637/jss.v064.i09
- Lee, K.-W., Kim, H.-B., Kim, H.-S., & Lee, D.-S. (2010). The determinants of factors in FIT guests’ perception of hotel location. Journal of Hospitality and Tourism Management, 17(1), 167-174. https://doi.org/10.1375/jhtm.17.1.167
- Leingpibul, T., Thomas, S. Broyles, A., & Ross R. H. (2009). Loyalty’s influence on the consumer satisfaction and (re)purchase behavior relationship. Journal of Consumer Satisfaction: Dissatisfaction and Complaining Behavior, 22, 36-53.
- Lindberg, K., & Johnson, R. L. (1997). The economic values of tourism’s social impacts. Annals of Tourism Research, 24(1), 90-116. https://doi.org/10.1016/S0160-7383(96)00033-3
- Lindberg, K., Andersson, T. D., & Dellaert, B. G. (2001). Tourism development: Assessing social gains and losses. Annals of Tourism Research, 28(4), 1010-1030. https://doi.org/10.1016/S0160-7383(01)00007-X
- Loureiro, S. M. C. (2010). Satisfying and delighting the rural tourists. Journal of Travel and Tourism Marketing, 27(4), 396-408. https://doi.org/10.1080/10548408.2010.481580
- Loureiro, S. M. C., & Kastenholz, E. (2011). Corporate reputation, satisfaction, delight, and loyalty towards rural lodging units in Portugal. International Journal of Hospitality Management, 30(3), 575-583. https://doi.org/10.1016/j.ijhm.2010.10.007
- Manuti, A., Cortini, M., & Mininni, G. (2007). La costruzione discorsiva della meta nelle campagne di promozione turistica [The discursive construction of the destination in tourism promotion campaigns]. Turismo e Psicologia [Tourism and Psychology], 1(1), 116-127.
- Martin, D. S., & O’Neill, M. (2010). Scale development and testing: A new measure of cognitive satisfaction in sports tourism. Event Management, 14(1), 1-15. https://doi.org/10.3727/152599510X12724735767471
- McIntosh, R., & Goeldner, C. (1984). Tourism: Principles, practice, philosophies. Grid Publication.
- Mereu, A. (2004). La psicologia del turismo [The psychology of tourism]. HT Psico-Pratika [HT Psycho-Practice], 11, 1-3.
- Mereu, A. (2010). La motivazione al turismo [Motivation for tourism]. HT Psico-Pratika [HT Psycho-Practice], 16, 1-4.
- Molinari, L., Abratt, R., & Dion, P. (2008). Satisfaction, quality, and value and effects on the repurchase and positive word of mouth behavioural intentions in a business to business services context. Journal of Services Marketing, 22(5), 363-373. https://doi.org/10.1108/08876040810889139
- Motlagh, A. T., Sadeh, E., Sadeh, S., Jafari, H., Morovat, J. A., & Enaamzadeh A. (2013). How does service quality lead to loyalty in the hotel industry in Iran. Research Journal of Applied Sciences, Engineering and Technology, 5(2), 347-379. https://doi.org/10.19026/rjaset.5.4961
- Nowak, J., & Sahli, M. (2007). Coastal tourism and “Dutch disease” in a small island economy. Tourism Economics, 13(1), 49-65. https://doi.org/10.5367/000000007779784452
- Pang, B., & Lee, L. (2008). Opinion mining and sentiment analysis. Foundations and Trends in Information Retrieval, 2(1-2), 1-135. https://doi.org/10.1561/1500000011
- Papapicco, C. (2020). Google mini: Italian example of artificial prosociality. Online Journal of Communication and Media Technologies, 10(3), e202015. https://doi.org/10.29333/ojcmt/7995
- Perelman, C., & Olbrechts-Tyteca, L. (1958). Trait de l’argumentation. La nouvelle rhettorique [Line of argument. The new rhetoric]. Presses Universitaires de France.
- Peverini, P. (2014). Environmental issues in unconventional social advertising: A semiotic perspective. Semiotica, 199, 219-246. https://doi.org/10.1515/sem-2013-0126
- Picard, R. W. (2000). Toward computers that recognize and respond to user emotion. IBM Systems Journal, 39(3-4), 705-719. https://doi.org/10.1147/sj.393.0705
- Prastowo, E. Y., & Yuniarno, E. M. (2019). Combining SentiStrength and multilayer perceptron in Twitter sentiment classification. In Proceedings of the 2019 International Seminar on Intelligent Technology and Its Applications (pp. 381-386). https://doi.org/10.1109/ISITIA.2019.8937134
- Prensky, M. (2001). Digital natives, digital immigrants. On the Horizon, 9(5), 1-6. https://doi.org/10.1108/10748120110424843
- Pulcini, E. (2006). Click TV. Come Internet e il digitale cambieranno la television [Click TV. How the Internet and digital will change television]. Franco Angeli.
- Rathnayake, M. (2015). How does ‘crowding’ affect visitor satisfaction at the Horton Plains National Perk in Sri Lanka? Tourism Management Perspectives, 16, 129-138. https://doi.org/10.1016/j.tmp.2015.07.018
- Ravishankar, B., & Christopher, P. B. (2020). Impact of innovative services on customer satisfaction and enhancing tourism: airline and hotel services from a tourist perspective. Journal of Critical Reviews, 7(11), 705-711.
- Riva, G., Wiederhold, B. K., & Cipresso, P. (2015). Psychology of social media: From technology to identity. In G. Riva, B. K. Wiederhold, & P. Cipresso (Eds.), The psychology of social networking: Personal experience in online communities (pp. 1-11). De Gruyter Open. https://doi.org/10.1515/9783110473780
- Sánchez-Rebull, M. V., Rudchenko, V., & Martín, J. C. (2018). The antecedents and consequences of customer satisfaction in tourism: a systematic literature review. Tourism and Hospitality Management, 24(1), 151-183. https://doi.org/10.20867/thm.24.1.3
- Sari, E. Y., Wierfi, A. D., & Setyanto, A. (2019). Sentiment analysis of customer satisfaction on transportation network company using naive Bayes classifier. In Proceedings of the 2019 International Conference on Computer Engineering, Network, and Intelligent Multimedia (pp. 1-6). IEEE. https://doi.org/10.1109/CENIM48368.2019.8973262
- Sharma, G. D., Thomas, A., & Paul, J. (2021). Reviving tourism industry post-COVID-19: A resilience-based framework. Tourism Management Perspectives, 37, 100786. https://doi.org/10.1016/j.tmp.2020.100786
- Smith, S. L. (1998). The tourism product. Annals of Tourism Research, 21, 582-595. https://doi.org/10.1016/0160-7383(94)90121-X
- Taboada, M., Brooke, J., Tofiloski, M., Voll, K., & Stede, M. (2011). Lexicon-based methods for sentiment analysis. Computational Linguistics, 37(2), 267-307. https://doi.org/10.1162/COLI_a_00049
- Tasci, A. D., & Boylu, Y. (2010). Cultural comparison of tourists’ safety perception in relation to trip satisfaction. International Journal of Tourism Research, 12(2), 179-192. https://doi.org/10.1002/jtr.745
- Tong, R. M. (2001). An operational system for detecting and tracking opinions in on-line discussions. In Proceedings of the Working Notes of the ACM SIGIR Workshop on Operational Text Classification (pp. 1-6).
- Torre, A., & Scarborough, H. (2017). Reconsidering the estimation of the economic impact of cultural tourism. Tourism Management, 59, 621-629. https://doi.org/10.1016/j.tourman.2016.09.018
- van Raaij, W. F., & Francken, D. A. (1984). Vacation decisions, activities, and satisfactions. Annals of Tourism Research, 11(1), 101-112. https://doi.org/10.1016/0160-7383(84)90098-7
- Zhang, Z., Ye, Q., Song, H., & Liu, T. (2014). The structure of customer satisfaction with cruise-line services: An empirical investigation based on online word of mouth. Current Issues in Tourism, 18(5), 450-464. https://doi.org/10.1080/13683500.2013.776020
- Zhou, L., Ye, S., Pearce, P. L., & Wu, M. (2014). Refreshing hotel satisfaction studies by reconfiguring customer review data. International Journal of Hospitality Management, 38, 1-10. https://doi.org/10.1016/j.ijhm.2013.12.004