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Mapping perceived service quality in tourism resorts through user-generated content

Tiago Savi Mondo Orcid Logo, Aline Barbosa Tinoco Luz Orcid Logo, Rômulo Duarte Silva de Oliveira Orcid Logo, Erose Sthapit Orcid Logo, Brian Garrod Orcid Logo

Strategic Business Research, Volume: 2, Issue: 1, Start page: 100024

Swansea University Author: Brian Garrod Orcid Logo

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DOI (Published version): 10.1016/j.sbr.2025.100024

Abstract

This study aims to identify the key components of service quality in Brazilian tourism resorts based on user-generated content posted on online platforms, using indicators drawn from the TOURQUAL model. The research is exploratory in nature, employing a quantitative approach. The sample comprises 82...

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Published in: Strategic Business Research
ISSN: 3051-0643
Published: Elsevier BV 2026
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URI: https://cronfa.swan.ac.uk/Record/cronfa71103
first_indexed 2025-12-07T20:10:26Z
last_indexed 2026-01-20T05:30:53Z
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spelling 2026-01-19T12:27:47.3510784 v2 71103 2025-12-07 Mapping perceived service quality in tourism resorts through user-generated content 4f81981d78ed3082b232463da24d1bb9 0000-0002-5468-6816 Brian Garrod Brian Garrod true false 2025-12-07 CBAE This study aims to identify the key components of service quality in Brazilian tourism resorts based on user-generated content posted on online platforms, using indicators drawn from the TOURQUAL model. The research is exploratory in nature, employing a quantitative approach. The sample comprises 82,327 textual comments published between January 2023 and January 2024. These were extracted from the TrustYou platform, which consolidates guest reviews from Google, TripAdvisor, and Booking.com. The software tools T-LAB (version 8.1) and R-Studio, with the quanteda package, were used to conduct thematic analysis, lexical mapping, and dimensionality reduction through Sammon’s mapping technique. The analysis found that perceptions relating to tangible and operational aspects were important, including factors such as food and beverage services, physical infrastructure, recreation, and cleanliness. Customer service was the most prominent perceived quality factor, involving elements such as the friendliness, technical knowledge, and attentiveness of staff. Journal Article Strategic Business Research 2 1 100024 Elsevier BV 3051-0643 Service quality; User-generated content; Resorts; TOURQUAL; Brazil; Lexical analysis 1 12 2026 2026-12-01 10.1016/j.sbr.2025.100024 COLLEGE NANME Management School COLLEGE CODE CBAE Swansea University 2026-01-19T12:27:47.3510784 2025-12-07T20:05:46.6967960 Faculty of Humanities and Social Sciences School of Management - Business Management Tiago Savi Mondo 0000-0002-8929-1339 1 Aline Barbosa Tinoco Luz 0000-0002-6245-6383 2 Rômulo Duarte Silva de Oliveira 0000-0003-4257-0338 3 Erose Sthapit 0000-0002-1650-3900 4 Brian Garrod 0000-0002-5468-6816 5 71103__36049__6848329942004768ab66ac6bc60de06a.pdf 71103.AAM.pdf 2026-01-19T12:26:02.3567489 Output 603740 application/pdf Accepted Manuscript true Author accepted manuscript document released under the terms of a Creative Commons CC-BY licence using the Swansea University Research Publications Policy (rights retention). true eng https://creativecommons.org/licenses/by/4.0/deed.en
title Mapping perceived service quality in tourism resorts through user-generated content
spellingShingle Mapping perceived service quality in tourism resorts through user-generated content
Brian Garrod
title_short Mapping perceived service quality in tourism resorts through user-generated content
title_full Mapping perceived service quality in tourism resorts through user-generated content
title_fullStr Mapping perceived service quality in tourism resorts through user-generated content
title_full_unstemmed Mapping perceived service quality in tourism resorts through user-generated content
title_sort Mapping perceived service quality in tourism resorts through user-generated content
author_id_str_mv 4f81981d78ed3082b232463da24d1bb9
author_id_fullname_str_mv 4f81981d78ed3082b232463da24d1bb9_***_Brian Garrod
author Brian Garrod
author2 Tiago Savi Mondo
Aline Barbosa Tinoco Luz
Rômulo Duarte Silva de Oliveira
Erose Sthapit
Brian Garrod
format Journal article
container_title Strategic Business Research
container_volume 2
container_issue 1
container_start_page 100024
publishDate 2026
institution Swansea University
issn 3051-0643
doi_str_mv 10.1016/j.sbr.2025.100024
publisher Elsevier BV
college_str Faculty of Humanities and Social Sciences
hierarchytype
hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
document_store_str 1
active_str 0
description This study aims to identify the key components of service quality in Brazilian tourism resorts based on user-generated content posted on online platforms, using indicators drawn from the TOURQUAL model. The research is exploratory in nature, employing a quantitative approach. The sample comprises 82,327 textual comments published between January 2023 and January 2024. These were extracted from the TrustYou platform, which consolidates guest reviews from Google, TripAdvisor, and Booking.com. The software tools T-LAB (version 8.1) and R-Studio, with the quanteda package, were used to conduct thematic analysis, lexical mapping, and dimensionality reduction through Sammon’s mapping technique. The analysis found that perceptions relating to tangible and operational aspects were important, including factors such as food and beverage services, physical infrastructure, recreation, and cleanliness. Customer service was the most prominent perceived quality factor, involving elements such as the friendliness, technical knowledge, and attentiveness of staff.
published_date 2026-12-01T05:34:26Z
_version_ 1856987061905522688
score 11.096027

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