Author:
Pezenka Ilona,Weismayer Christian
Abstract
PurposeFew studies to date have explored factors contributing to the dining experience from a visitor’s perspective. The purpose of this study is to investigate whether different restaurant attributes are critical in evaluating the restaurant experience in online reviews for visitors (non-local) and local guests.Design/methodology/approachIn all, 100,831 online restaurant reviews retrieved from TripAdvisor are analyzed by using domain-specific aspect-based sentiment detection. The influence of different restaurant features on the overall evaluation of visitors and locals is determined and the most critical factors are identified by the frequency of their online discussion.FindingsThere are significant differences between locals and visitors regarding the impact of busyness, payment options, atmosphere and location on the overall star rating. Furthermore, the valence of the factors drinks, facilities, food, busyness and menu found in the reviews also differs significantly between the two types of guests.Practical implicationsThe findings of this study help restaurant managers to better understand the different customer needs. Based on the results, they can better decide which restaurant aspects should receive the most attention to ensure that customers are satisfied.Originality/valueResearch on online reviews has largely neglected the role of different visitation motives. This study assumes that the reviews of local and non-local restaurant visitors are based on different factors and separates them to gain a more fine-grained and realistic picture of the relevant factors for each particular group.
Subject
Tourism, Leisure and Hospitality Management
Cited by
41 articles.
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