Social Network Analysis on Tourism-Related Civil Complaints in Busan Metropolitan City

摘要

The purpose of this paper is to investigate tourism-related demands, inconveniences, and behavioral characteristics by analyzing civil complaints in Busan Metropolitan City. This study employs social network analysis (SNA) on 173 complaints to evaluate tourism-related civil complaints in Busan in 2016. Tourism-related complaints were divided into those from tourists to Busan and those of local residents. Tourists primarily complained about traffic inconveniences, taxi drivers and restaurant charges, tourist facilities, guidance, and management. Residents primarily complained about traffic inconveniences caused by tourists and suggested ideas for image improvement and the development of new tourist areas. Tourists had many complaints about Haeundae and Busan Station. Follow-up research analyzing data from different years may be utilized as objective reference data to prioritize policy execution, and quantitative prediction of the values of data on civil complaints will be helpful for decision-making by governmental organizations and relevant businesses.