Perceived image of accessible tourism destinations: a data mining analysis of Google Maps reviews

ABSTRACTABSTRACTWhile research into tourism and accessibility has significantly advanced over the past decade, the perceived image of Accessible Tourism Destinations (ATDs) has remained largely unexplored. This study addresses this gap by examining the perceived image of Aveiro (Portugal) and A Coruña (Spain) as exemplars of ATDs. In this investigation, we scrutinized 1,051 Online Travellers Reviews (OTRs) posted between 2016 to 2023 in Google Maps. We employed content analysis and text mining techniques using the RapidMiner software. The findings reveal a correlation between accessibility conditions and visitors' satisfaction. Common concerns among travellers include the availability of parking spaces and adaptations for people with disabilities (PwD). Areas identified for improvement encompass information provision and signage. Further investigation is recommended to understand the factors influencing the increase in positive sentiments in Aveiro during the COVID-19 pandemic. This research presents a strategic framework for Destination Management Organisations (DMOs) to enhance the quality of the tourism offer while showcasing the potential of data mining within this field.KEYWORDS: Disabilitysustainable tourisminclusive tourismtourism managementsentiment analysisbig dataSUBJECT CLASSIFICATION CODES: Accessible Tourism (AT)destination managementtourismmarketingdata mining Disclosure statementNo potential conflict of interest was reported by the author(s).Additional informationFundingThis work was supported by the Inditex-UDC 2023 stay abroad grants for pre-doctoral students.