What Do Tourists Say About Popular Tourist Destinations in Eastern Indonesia?

Abstract

This study analyses tourists' reviews of three leading tourist destinations in Eastern Indonesia: Raja Ampat, Bunaken National Park, and Gili Trawangan, utilising big data. The theory underlying the research is the service quality dimension based on online reviews. Primary data was collected through text mining from Google Maps Review. The content analysis draws some critical themes, including natural beauty, tourist activities, environmental conditions, facilities, and services. Natural beauty emerges as the dominant theme across all three destinations, with tourists praising the stunning landscapes and rich marine biodiversity. Activities such as diving and snorkelling are highly valued, reflecting tourists' interest in exploring the uniqueness of the destinations. Environmental conditions, particularly concerning cleanliness and sustainability, also receive attention. While facilities and services are generally rated positively, some concerns about cleanliness exist. The findings of this study highlight the importance of environmental conservation efforts and the improvement of facilities to support sustainable tourism and provide an optimal tourist experience.