The Research Centre for Digital Transformation of Tourism (RCDTT) of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University (PolyU) launched its Large Language Model (LLM) Based Tourist Satisfaction Index for Hong Kong (HKTSI) on 25 April 2025. The research team, led by Prof. Haiyan Song, Director of RCDTT and Mr and Mrs Chan Chak Fu Professor in International Tourism, developed the index based on the theoretical frameworks of the SERVQUAL and Cognitive-Affective models to evaluate tourists’ perceptions of tourism service quality across five tourism-related sectors in Hong Kong and consolidated the results into a comprehensive destination TSI.
The results of HKTSI over the years have been highly encouraging. Overall, visitors have expressed positive perceptions of the services they received during their Hong Kong stay. Since 2012, the HKTSI has shown a steady upward trend, despite a temporary decline during the COVID-19 pandemic. By 2024, HKTSI scores had fully recovered to pre-pandemic levels. Sectors such as transportation and attractions have consistently demonstrated outstanding performance, while restaurants and retail shops have lagged behind. Notably, the hotel sector has seen significant improvement for two consecutive years since 2019.
From a spatial perspective, all administrative districts recorded TSI scores above 73 points. However, a notable north-south disparity remains, with southern districts generally achieving higher TSI scores than their northern counterparts. The highest satisfaction levels are concentrated along the two banks of Victoria Harbor, whereas the Kowloon City District recorded markedly lower TSI scores, creating a noticeable satisfaction gap compared to neighboring districts.
By leveraging the Large Language Model-based TSI system, Hong Kong can accurately evaluate its performance and competitiveness as an international tourist destination relative to other regions. This allows the city to pinpoint key areas for strategic improvement, enhancing its overall competitiveness. Given the tourism-dependent nature of Hong Kong's service industries, consistently measuring and monitoring tourist satisfaction is crucial for sustaining growth and success.
The results of HKTSI over the years have been highly encouraging. Overall, visitors have expressed positive perceptions of the services they received during their Hong Kong stay. Since 2012, the HKTSI has shown a steady upward trend, despite a temporary decline during the COVID-19 pandemic. By 2024, HKTSI scores had fully recovered to pre-pandemic levels. Sectors such as transportation and attractions have consistently demonstrated outstanding performance, while restaurants and retail shops have lagged behind. Notably, the hotel sector has seen significant improvement for two consecutive years since 2019.
From a spatial perspective, all administrative districts recorded TSI scores above 73 points. However, a notable north-south disparity remains, with southern districts generally achieving higher TSI scores than their northern counterparts. The highest satisfaction levels are concentrated along the two banks of Victoria Harbor, whereas the Kowloon City District recorded markedly lower TSI scores, creating a noticeable satisfaction gap compared to neighboring districts.
By leveraging the Large Language Model-based TSI system, Hong Kong can accurately evaluate its performance and competitiveness as an international tourist destination relative to other regions. This allows the city to pinpoint key areas for strategic improvement, enhancing its overall competitiveness. Given the tourism-dependent nature of Hong Kong's service industries, consistently measuring and monitoring tourist satisfaction is crucial for sustaining growth and success.
| Topics | Research |
|---|---|
| Research Units | Research Centre for Digital Transformation of Tourism |
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