抄録
As the COVID-19 pandemic made real trips more difficult, Japanese travel agencies which mainly handle real trips have started online tours. Analysis of how participants review online tours, which do not involve a geographic trip, reveals customer satisfaction perspectives and strengths of online tours. We conducted text mining and emotional analysis with the hypothesis, which tours with high reviews and tours attended by participants multiple times had more positive reviews on the online tour than the comparison group. We tried to extract strengths from significant difference with the comparison group. Overall, online tours are rated with a number of stars, where the guide’s competence and interactivity, such as chats, are seen as strengths. In addition, tours which visit multiple places receive a large number of reviews, and the fact which multiple people can participate within the same price; these are also considered strengths which differ from real trips in terms of cost performance. As for weaknesses, since sightseeing is done via an Internet connection, reviewers expressed disappointment with the lack of signal and image/voice interruptions. Although some parts were as hypothesized and some were not, the accuracy of the analysis will be improved by verifying not only one method but multiple methods.
