Visitor Experiences and Satisfaction in Theme Parks: An Exploration of Travel Companions from Digital Platform TripAdvisor
Qun Ren *, Feifei Xu**, Xiaoyi Ji***, Xu Wang****, Felix Gaston Bello*****
University of Portsmouth London, UK*
Southeast University, P.R. China**
Krolinska Institute, Sweden ***
Yancheng Kindergarten Teachers College, P.R. Cina ***
University of Pretoria, South Africa *****
Abstract: Customer experiences are essential elements leading to satisfaction and are crucial for business success. However, individuals' experiences may be influenced by their companions, although empirical evidence is limited. This study explores the tourist from a companion perspective. Using reviews on Disneyland, California, from the digital platform, TripAdvisor, the paper employs a text analytic approach to investigate online reviews. The results reveal that visitor experiences primarily revolve around service performance, service personnel, and the settings, contributing to an entertainment and aesthetics experience. Eight critical factors for visitor experiences in theme parks are identified. The results delineate multiple dimensions of tourist experiences that influence satisfaction when individuals travel with different types of companions, highlighting the pivotal role of social interactions in shaping both experiences and evaluative outcomes.
Keywords: Theme Park; Travel Experience; Satisfaction; Disneyland, online review, TripAdvisor
