The Research Centre for Digital Transformation of Tourism (RCDTT) has developed an innovative, large language model (LLM)-based assessment framework—the “Hong Kong Tourist Satisfaction Index” (HKTSI)—to evaluate the satisfaction level of inbound tourists to Hong Kong from 2012 to 2024 across various tourism-related sectors, temporal scales and regions. Although the findings indicated clear performance variations from one region to another, 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 method 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 by leveraging the advanced LLM technology.
The enhanced TSI framework offers multi-dimensional analysis, enabling TSI measurement across a variety of 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.
