This study examines the satisfaction and sustainability concerns of whale-watching tourists by analysing user-generated content (UGC) on social media. A satisfaction model was developed and estimated utilising an ordered probit analysis with UGC data from TripAdvisor over the last 13 years that includes a specific whale-watching lexicon. The model addresses most of the physical, human, environmental, experiential, and operational aspects of the activity, including consumers’ feelings and sustainability concerns. The significance of the variables in the model was proven with the available empirical data. The findings provide a comprehensive description of the underpinnings of whale watchers’ preferences and concerns. The evidence reveals compelling social trends towards higher sustainability concerns influencing satisfaction, providing valuable information for the industry and its decision-makers for understanding preferences for sustainability in whale-watching tourism.

中文翻译：

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观鲸旅游的满意度和可持续性问题：用户生成的内容模型


本研究通过分析社交媒体上的用户生成内容 (UGC) 来调查观鲸游客的满意度和可持续性问题。我们利用过去 13 年来自 TripAdvisor 的 UGC 数据（包括特定的观鲸词汇）进行有序概率分析，开发并估算了满意度模型。该模型解决了活动的大部分物理、人力、环境、体验和运营方面的问题，包括消费者的感受和可持续性问题。模型中变量的显着性通过现有的经验数据得到了证明。研究结果全面描述了鲸鱼观赏者的偏好和担忧的基础。证据揭示了令人信服的社会趋势，即更高的可持续性问题会影响满意度，为行业及其决策者了解观鲸旅游业可持续性的偏好提供了宝贵的信息。