Dimensions of customer experience in theme parks based on online travel reviews
DOI:
https://doi.org/10.11606/issn.1984-4867.v32i3p532-553Keywords:
Tourism consumer behavior, Hospitality in tourism, User generated content, Tourism business management, Theme parkAbstract
This study aims to analyze the dimensions of customer experience in the context of theme parks. With descriptive and exploratory character and a mixed qualitative and quantitative approach, the research was carried out from user generated content from the site Tripadvisor.com. Part of the obtained data was processed with the software NVivo 12 Pro for the test of word frequency and Ucinet 6 for Windows version 6.714 [32-Bit] and NetDraw 2172 for the network analysis method. The main results of the survey demonstrated that factors such as environment, services, interactions, and individual perceptions significantly interfere with the theme park customer experience. Furthermore, verifying that the variable attractions – rides and shows – and park structure have a higher centrality index, closely linked to obtaining fun and the construction of satisfaction, was possible. The reflections from this study can help the recovery of the theme park market in the Covid-19 pandemic and post-pandemic scenario.
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