Modeling tourist satisfaction drivers in a National Park: A review-based text mining and DEMATEL approach
DOI:
https://doi.org/10.30822/arteks.v11i3.5255
Keywords:
Dematel, Grounded theory, Tourist satisfaction, User-generated content, Wuyishan National ParkAbstract
Complex interactions among environmental, infrastructural, and experiential factors shape tourist satisfaction in national parks. With the rapid growth of digital platforms, user-generated content (UGC) has become a key resource for understanding tourists’ perceptions and evaluations of destinations. Using Wuyishan National Park as a case study, this research analyzes online reviews through a text-mining approach combined with grounded theory coding to identify main satisfaction factors. A three-stage coding process—open coding, axial coding, and selective coding—was used to develop a structured indicator system from UGC data. The Decision-Making Trial and Evaluation Laboratory (DEMATEL) method was then used to explore causal relationships and influence networks among these factors. The findings indicate that external transportation, natural landscapes, cultural landscapes, and cultural connotations are primary drivers of tourists’ overall evaluations and behavioral intentions. These insights offer practical guidance to improve transportation access, enhance cultural interpretation, and strengthen integrated tourism services. The study advances tourism research by combining user-generated content analysis with causal network modeling to better understand the core factors that influence visitor satisfaction at national park destinations.
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