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The Analysis of Types of Complaints at Local Tourist Sites Through CIT: Gangwha Island

Song Young-Min 1 Kang, Jun-soo 1

1안양대학교

Excellent Accredited

ABSTRACT

The purpose of this paper was to analyze the various types of complaints at Gangwha Island, a famous tourist site, through critical incident technique (CIT) to minimize tourists' inconvenience. The use of CIT characteristics in this study is made up of the opinions of complaints through interviews and participation observations. Therefore, this paper focused on collecting various complaints that had been expressed by tourists to Gangwha Island. Many tourists prefer this place because it has many historical relics and vibrant cultural heritage. However, contrary to their expectations, many tourists are disappointed by realizing insufficient administrative processes, a lack of information and safety management, an unreasonable rate system, sanitation problems, inadequate facilities, unkindness, and traffic congestion. Particularly, tourists disapprove of the idea that there is no chance for improvement in spite of their complaints and demands. In conclusion, Gangwha Island officials, the owners of restaurants, and facility managers should pay keen attention to the complaints made by tourists to secure positive image and brand value as a popular tourist destination.

Citation status

* References for papers published after 2022 are currently being built.