Nevertheless, improving customer experience is not an easy task because it is complex and multidimensional (Ponnam and Balaji, 2014 Walter et al., 2010). ![]() Positive experience perceived by customers can lead to a range of favourable outcomes, such as satisfaction, loyalty, attitude, and brand preference (Ha and Jang, 2010 Hwang and Ok, 2013 Hyun, 2010 Ryu and Han, 2011). To understand the factors that drive positive and negative reviews, the top 30 food items of 8 types of restaurants were analysed.Ĭustomer experience is an important source of competitive advantage in the restaurant industry. ![]() Furthermore, logistic regression was used to compare the changes of odds at different star rating levels. Logistic regression was conducted to test the relationships between these attributes and a 5-star rating. The authors used the VADER sentiment analysis algorithm to measure the sentiment of four key restaurant attributes: food, service, atmosphere, and value. ![]() This current research utilises a combination of quantitative analyses to examine 935,386 Google Maps reviews of 5010 restaurants in London, Birmingham, and Manchester. To understand their experiences, this study analyses online reviews of restaurants which have become important sources of customer experience data. The purpose of this research is to examine the effects of restaurant attributes and the underlying factors impacting overall customer experience within a range of different restaurant types.
0 Comments
Leave a Reply. |
Details
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |