The Research Centre for Digital Transformation of Tourism (RCDTT) has developed an innovative, large language model (LLM)-based assessment framework “Hong Kong Tourist Satisfaction Index” (HKTSI), to evaluate the satisfaction level of inbound tourists to Hong Kong from 2012 to 2024 across different tourism-related sectors, temporal scales and regions. Findings reveal that, while performance variations across different regions were clearly indicated, the TSI rebounded and reached its highest-ever recorded score after the temporary decline during the pandemic.
The TSI was initially introduced in 2009, using a questionnaire-based methodology to evaluate tourists’ satisfaction with various tourism services. Seeking to provide a more comprehensive and accurate analysis, the team has transformed the framework by adopting an interdisciplinary approach that integrates theories from management science, economics and computer science, and leveraging the advanced LLM technology.
The enhanced TSI framework offers multi-dimensional analysis, enabling TSI measurement across different dimensions, such as service topics, service sectors and trip types, temporal scales (monthly and annually) and regions. This adaptable approach provides stakeholders with timely, data-driven insights to guide service improvement, policy development and strategic decision-making.
As technology advances, both destinations and visitors increasingly rely on information and communication technologies to make their decisions. In support of the long-term sustainability of the tourism sector, by harnessing artificial intelligence, LLM and big data analytics, the enhanced TSI assessment framework aims to offer more precise and targeted advice for strengthening tourism service quality and bolstering Hong Kong’s global competitiveness.
Press release: https://polyu.hk/ZwEXx
Online coverage:
RTHK - https://polyu.me/3RyFwi5
China Daily - https://polyu.me/4lNRYIz
Travel Daily News - https://polyu.me/4jqr9bR
Hospitality Net - https://polyu.me/3ExiyVL
Mirage News - https://polyu.me/3S4laNR
Hong Kong Economic Journal - https://polyu.me/4jtSJoP
Sing Tao Daily - https://polyu.me/3EIcPwh (subscription required)
Wen Wei Po - https://polyu.me/4jBPPy4
Dot Dot News - https://polyu.me/4cUFPhc
RTHK - https://polyu.me/3GvxRPq (42:14 - 55:46)
| Research Units | Research Centre for Digital Transformation of Tourism |
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