The Prominence of Smart in Smart Tourism Experience

The purpose of this study is to investigate Jakarta’s potential as a smart tourism city from the viewpoint of visitors, specifically from their post-trip experience through online reviews. The study uses a netnography approach and content analysis to examine online reviews. Data were collected based on Google Review from 25 attractions in Jakarta to understand how tourists perceive those aspects and assess the relevance of smart tourism city from tourists’ perspectives. All the included reviews were coded using the software ATLAS.ti. The coding process involved three steps: identification of preliminary codes, categorization of code groups, and identification of other categories to develop key themes. Six major themes emerged from the data analysis: experience, facilities, attraction, environment, staff, and accessibility. These themes represent the attributes most frequently identified in the 2500 reviews of 25 attractions included in the study. The findings of this study are anticipated to advance the literature by offering empirical data to demonstrate the significance of smart tourism city traits, particularly in determining tourist experience.