The aim of the study was to provide practical advice to restaurant managers for improving star ratings as well as information for researchers on how the pandemic has impacted established determinants of satisfaction. The study examined criteria used by restaurant customers in assigning star-ratings on Yelp during the COVID-19 pandemic using keyword analysis and Multiple Correspondence Analysis. In evaluating restaurants, the reviewers focused on service, overall experience, and food quality. Service was discussed in relation to the pandemic and included safety of the dine-in experience, contrasted with take-out options and compliance with COVID-19 guidelines. These criteria applied differently with lower-star reviews focusing on safety, social distancing, and mask policies. Higher-star reviews focused on take-out/delivery services, high-quality food, and an overall positive experience. The study provides valuable contributions to our understanding of how the COVID-19 pandemic will impact the restaurant sector in a post-pandemic world.

该研究的目的是为餐厅经理提供实用建议以提高星级，并为研究人员提供有关大流行如何影响既定满意度决定因素的信息。该研究使用关键字分析和多重对应分析检查了餐厅顾客在 COVID-19 大流行期间在 Yelp 上分配星级时使用的标准。在评估餐厅时，评论者将重点放在服务、整体体验和食品质量上。讨论了与大流行病相关的服务，包括用餐体验的安全性，与外卖选项形成对比，并遵守 COVID-19 准则。这些标准适用于关注安全、社交距离和口罩政策的低星级评论。高星级评论侧重于外卖/送货服务，高品质的食物，以及整体积极的体验。该研究为我们理解 COVID-19 大流行将如何影响大流行后世界的餐饮业提供了宝贵的贡献。