Purpose

The purpose of this study is to discover the factors affecting customer delight, satisfaction and dissatisfaction in fine dining experiences (FDEs).

Design/methodology/approach

Online user generated 2,585 reviews on TripAdvisor for 46 five-star hotel restaurants operating in Istanbul were analyzed with the latent Dirichlet allocation (LDA) algorithm.

Findings

LDA created nine, eight and seven topics for delight, satisfaction and dissatisfaction, respectively. The most salient topics for customer delight, satisfaction and dissatisfaction in FDEs are staff (17.3%), view (19%), and food quality (23%), respectively.

Originality/value

This study is one of the few studies investigating customer delight and satisfaction together. The study shows that FDEs can be analyzed with text mining techniques. Moreover, the study contributes to the literature on customer delight by adding staff topic as an antecedent.

中文翻译：

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影响游客在伊斯坦布尔五星级酒店餐厅就餐体验的因素

目的

本研究的目的是发现影响顾客对美食体验 (FDE) 的愉悦、满意和不满意的因素。

设计/方法/方法

在线用户在 TripAdvisor 上对伊斯坦布尔经营的 46 家五星级酒店产生的 2,585 条评论使用潜在狄利克雷分配 (LDA) 算法进行分析。

发现

LDA 分别为高兴、满意和不满意创建了九个、八个和七个主题。FDE 中客户满意、满意和不满意的最突出主题分别是员工 (17.3%)、视图 (19%) 和食品质量 (23%)。

原创性/价值

这项研究是为数不多的同时调查客户满意度和满意度的研究之一。该研究表明，可以使用文本挖掘技术分析 FDE。此外，该研究通过添加员工主题作为前提，为有关客户满意度的文献做出了贡献。