Izvorni znanstveni članak
Tourists' satisfaction with shopping experience based on reviews on TripAdvisor
István Egresi
orcid.org/0000-0003-0090-5793
; Department for Management of Science and Technology Development, Faculty of Environment and Labour Safety, Ton Duc Thang University, Ho Chi Minh City, Vietnam
Sažetak
Although generally not the primary reason for traveling, shopping is considered to be an important part of any tourists' experience. A well-developed, diverse and attractive retail sector could not only generate additional revenues and foreign currency to the local economy but could also contribute to increasing destination attractiveness. It is, then, important for local authorities and for tourism development planners to ensure that tourists are satisfied with their shopping experience at the destination. The goal of this study is to examine the international tourists' overall satisfaction with their shopping experience in Istanbul's modern retail centers and to identify the main reasons for their satisfaction or dissatisfaction. The study will also determine whether or not international tourists' shopping experiences are influenced by their socio-demographic characteristics. The study is based on the quantitative and qualitative content analysis of reviews posted on TripAdvisor, the leading online travel community in the world. Our findings show that international tourists are, in general, satisfied with their shopping experience in Istanbul's malls; however, the reviews also pointed out a number of shortcomings which need to be carefully analyzed and fixed if the authorities intend to transform the city into a global shopping center. We could not document any statistically significant differences between groups based on socio-demographic characteristics such as gender, age, shopping involvement or experience with online reviews. Only world region of origin and the grouping into western and non-western countries were found to be influential in determining statistically significant differences, with tourists from developing countries being more satisfied than their counterparts from western countries.
Ključne riječi
shopping tourism; shopping malls; shopping satisfaction; user-generated content; Istanbul, Turkey
Hrčak ID:
186957
URI
Datum izdavanja:
29.9.2017.
Posjeta: 1.793 *