The main purpose of this study is to explore the insights of customers’ reviews from the upscale hotel Atlantis, The Palm in the Dubai area. The data was collected from the SCTM 3.0 (smart crawling and text mining) platform developed by the Wellness & Tourism Big Data Institute at Kyungsung University. A total of 2051 online reviews were collected from the period from 29 October 2018 to 29 October 2021. The following steps were conducted by RStudio and UCINET 6.0 to analyze the collected data and to visualize the results. The results showed the top 50 keywords customers used in the reviews, such as ‘great’, ‘amazing’, or ‘service’. Exploratory factor analysis (EFA) and linear regression analysis were applied for an in-depth understanding of customer satisfaction. The analysis results demonstrated that the ‘value’ and ‘dining’ factors had a negative influence on overall customer satisfaction. These findings could provide managerial and marketing insights for upscale hotel managers when formulating and implementing strategies and tactics to improve customer satisfaction.

Casinos contribute huge sums of tax revenues to local government, and influence the local economy greatly. Customer satisfaction of casino hotels is a key factor that affects overnight customers, when evaluating the casino as a whole. To find out the determinants of customer satisfaction, along with the relationship between the key factors, this study is based on 2897 reviews, focusing on casino hotels in the Busan area, and performs a series analysis. First, text mining techniques are utilized, in order to elucidate which words were mentioned most often in online reviews. Furthermore, the semantic network method as well as factor and regression analysis were conducted. According to the findings, the top 70 ranked keywords are grouped into four clusters: “Entertainment”, “Service”, “Facilities”, and “Atmosphere”. The results of exploratory factor analysis are grouped in five factors: “Location”, “Outdoor Facilities”, ”Indoor Facilities”, “Services”, and “Entertainment”. Within these five factors, “Location” and “Outdoor Facilities” showed significantly positive impact on customer satisfaction, while “Indoor Facilities” and “Entertainment” have a significant negative influence on customer satisfaction. As a result of these findings, theoretical suggestions and practical recommendations have been made, for helping to launch the future marketing strategies of Busan casino hotels.

The Grand Canal of China links onshore cities from north to south, from Beijing to Hangzhou. More canal cities are now realizing the value of city marketing with this heritage as a catalyst for revitalization. This paper aims at evaluating the marketing campaigns launched by those cities, especially Hangzhou as an example, examining how effective those campaigns are and what is a sustainable way for formulating and launching city marketing campaigns in the future. Furthermore, as the wealthiest city among the grand canal cities, this paper will look into the obligations that Hangzhou has in promoting the entire line for tourism development. The findings revealed that citizens are hardly aware of the marketing initiatives of Hangzhou city, with the majority of respondents having never seen any campaigns or official documents related to city marketing in Hangzhou. Despite the fact that Hangzhou city is an attractive destination among the canal cities, its fame and reputation do not correspond with its city marketing efforts. It is suggested that Hangzhou city should use its natural resources to market the city in various ways and attract different resources inflow to help the city achieve sustainable development in the long run.