Naslov
Content analysis of Michelin restaurants online reviews in Croatia

Autori
Marković, Suzana ; Dorčić, Jelena ; Rašan, Dora ; Bucić, Bruna ; Blažić, Marko

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
5th International Scientific Conference – EMAN 2021 – Economics and Management: How to Cope With Disrupted Times - CONFERENCE PROCEEDINGS / Bevanda, Vuk - Beograd : Udruženje ekonomista i menadžera Balkana (UDEKOM), 2021, 381-392

ISBN
978-86-80194-43-1

Skup
5th International Scientific Conference on Economics and Management (EMAN 2021)

Mjesto i datum
Beograd, Srbija; online, 18.03.2021

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Online customer experience ; Online review ; Content analysis ; Michelin Guide ; Restaurant

Sažetak
The Michelin Guide is considered by many to be the hallmark of global fine dining and quality cuisine. For five years now, renowned and selected Croatian restaurants have been included in the worldwide Michelin Guide. In the latest edition of Michelin Guide, seventy Croatian restaurants were included. Nowadays, to find the ideal restaurant, diners are increasingly using TripAdvisor and reviews on social media. Online reviews are a great source for capturing unique customer experiences. The purpose of this study is to gain insight into the components of restaurant guest experiences. The most recent online reviews on TripAdvisor of 17 Croatian Michelin guide listed restaurants (7 one-star restaurants and 10 Bib Gourmand) were analysed. This study follows a content analysis approach. Simple frequency counts were performed on the number of positive, negative and neutral comments. The empirical results showed that the overall customer satisfaction in the analysed restaurants was positive. The content analysis revealed that customers mainly focused on the food, menu offerings, ambiance, and service in the online reviews. This study contributes to the customer experience literature by applying data mining techniques and content analysis of online reviews to understand customers' views of the restaurant experience. The findings of this study also provide practical implications for restaurateurs by identifying the key determinants in customer reviews of restaurants.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA