ABSTRACT

Understanding restaurant customer satisfaction has been uneasy, especially in a Nordic tourism scenario. Fortunately, the availability of online user generated content, as well as text mining techniques, has offered a chance to complement traditional measurement scales or interview approaches. Against this background, this study uncovers and compares the satisfaction of restaurant tourist customers travelling in four Nordic countries by means of investigating their online ratings and reviews. Findings suggest that tourist diners discuss more about feeling, price, food, place, time, and service when commenting on their meal experience. Moreover, four factors have been identified as satisfactory to Nordic travellers, whereas other nine factors have been the opposite. Methodologically, user generated content analysis has been proved to be a cost-effective and meaningful supplement to existing meal experience measurement tools. Moreover, the approach is transferable from catering and tourism to other service or product industry to generate greater business insight.

摘要

了解餐厅顾客的满意度一直很不容易，尤其是在北欧旅游环境中。幸运的是，在线用户生成的内容的可用性以及文本挖掘技术为补充传统的量表或访谈方法提供了机会。在此背景下，本研究通过调查他们的在线评分和评论，发现并比较了在四个北欧国家旅行的饭店游客的满意度。调查结果表明，游客食客在评论用餐经历时会更多地讨论感觉，价格，食物，地点，时间和服务。此外，已经确定有四个因素使北欧旅行者满意，而其他九个因素则相反。从方法上讲 用户生成的内容分析已被证明是对现有用餐体验测量工具的一种经济高效且有意义的补充。此外，该方法可以从餐饮和旅游业转移到其他服务或产品行业，以产生更大的业务洞察力。