Concerns of integrated resort customers : content analysis of reviews on TripAdvisor

Y. Huang, L.H.N. Fong, Chun Hung Roberts Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review


People are becoming reliant on online reviews when they plan for their trips. A large body of related literature has been published in recent years. However, no study thus far has attempted to analyse the online reviews posted by integrated resort customers and to examine their concerns. To fill the gap, we retrieved 480 reviews of four Macao integrated resorts from TripAdvisor and used content analysis to unearth and compare the components of these integrated resorts and their associated attributes that concern customers. Comment valences were also compared. Seven components and 10 common attributes were identified. Results indicate that hotel is the most frequently reviewed component. The reviewed attributes vary with the components, although attributes such as service and atmosphere received the most attention. Furthermore, positive comments outnumbered negative ones. Meaningful implications are provided for practitioners.
Original languageEnglish
Pages (from-to)1-5
Number of pages5
Journale-Review of Tourism Research
Publication statusPublished - 2016


  • Integrated resort
  • Social media
  • Online review
  • Comment valence
  • Casino
  • Content analysis

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Nature and Landscape Conservation
  • Geography, Planning and Development


Dive into the research topics of 'Concerns of integrated resort customers : content analysis of reviews on TripAdvisor'. Together they form a unique fingerprint.

Cite this