What Changes in Restaurant Satisfaction during Covid-19? An Overview Based on Online Reviews
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | https://doi.org/10.34623/hc8v-mw52 |
Resumo: | Lately, online users have become avid content creators and consumers of brands and firms through reviews. These serve as sources to peers and reflect reviewers’ satisfaction levels with different elements of the experiences. Thus, online reviews are considered reliable sources of information to understand customers’ perceptions. Using hybrid methodologies and text-mining techniques is recommended to obtain useful knowledge based on user-generated data. This study intended to understand customers’ perceptions of restaurant service and unveil any change that might occur driven by the COVID-19 pandemic. Therefore data was collected on TripAdvisor for two different periods - before and after the pandemic, using the top restaurants of two island tourism destinations. An upturn in customer satisfaction during Covid-19 and changes in attribute weight in the overall evaluation was observed. Therefore, the attribute “service” acquires even more special relevance. This methodology is considered adequate to meet the objectives defined, allowing to obtain relevant conclusions; it might also be applied to other phenomena and sectors. |
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What Changes in Restaurant Satisfaction during Covid-19? An Overview Based on Online ReviewsLately, online users have become avid content creators and consumers of brands and firms through reviews. These serve as sources to peers and reflect reviewers’ satisfaction levels with different elements of the experiences. Thus, online reviews are considered reliable sources of information to understand customers’ perceptions. Using hybrid methodologies and text-mining techniques is recommended to obtain useful knowledge based on user-generated data. This study intended to understand customers’ perceptions of restaurant service and unveil any change that might occur driven by the COVID-19 pandemic. Therefore data was collected on TripAdvisor for two different periods - before and after the pandemic, using the top restaurants of two island tourism destinations. An upturn in customer satisfaction during Covid-19 and changes in attribute weight in the overall evaluation was observed. Therefore, the attribute “service” acquires even more special relevance. This methodology is considered adequate to meet the objectives defined, allowing to obtain relevant conclusions; it might also be applied to other phenomena and sectors.Research Centre for Tourism, Sustainability and Well-being (CinTurs)2023-03-31info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://doi.org/10.34623/hc8v-mw52https://doi.org/10.34623/hc8v-mw52Journal of Tourism, Sustainability and Well-being; Vol 11 No 1 (2023): Journal of Tourism, Sustainability and Well-being | Special Issue - Safety and Well-Being in the Hospitality Industry; 13-262183-1912reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPenghttps://www.jsod-cieo.net/journal-tsw/index.php/jtsw/article/view/359https://www.jsod-cieo.net/journal-tsw/index.php/jtsw/article/view/359/245Copyright (c) 2023 Journal of Tourism, Sustainability and Well-beinginfo:eu-repo/semantics/openAccessFarinha, Carlos SilvaBorges Tiago, Flávio GomesMoreira Avelar, Sónia MargaridaBorges Tiago, Maria Teresa2023-04-01T06:35:13Zoai:ojs31.jsod-cieo.net:article/359Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T17:48:18.476857Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
What Changes in Restaurant Satisfaction during Covid-19? An Overview Based on Online Reviews |
title |
What Changes in Restaurant Satisfaction during Covid-19? An Overview Based on Online Reviews |
spellingShingle |
What Changes in Restaurant Satisfaction during Covid-19? An Overview Based on Online Reviews Farinha, Carlos Silva |
title_short |
What Changes in Restaurant Satisfaction during Covid-19? An Overview Based on Online Reviews |
title_full |
What Changes in Restaurant Satisfaction during Covid-19? An Overview Based on Online Reviews |
title_fullStr |
What Changes in Restaurant Satisfaction during Covid-19? An Overview Based on Online Reviews |
title_full_unstemmed |
What Changes in Restaurant Satisfaction during Covid-19? An Overview Based on Online Reviews |
title_sort |
What Changes in Restaurant Satisfaction during Covid-19? An Overview Based on Online Reviews |
author |
Farinha, Carlos Silva |
author_facet |
Farinha, Carlos Silva Borges Tiago, Flávio Gomes Moreira Avelar, Sónia Margarida Borges Tiago, Maria Teresa |
author_role |
author |
author2 |
Borges Tiago, Flávio Gomes Moreira Avelar, Sónia Margarida Borges Tiago, Maria Teresa |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
Farinha, Carlos Silva Borges Tiago, Flávio Gomes Moreira Avelar, Sónia Margarida Borges Tiago, Maria Teresa |
description |
Lately, online users have become avid content creators and consumers of brands and firms through reviews. These serve as sources to peers and reflect reviewers’ satisfaction levels with different elements of the experiences. Thus, online reviews are considered reliable sources of information to understand customers’ perceptions. Using hybrid methodologies and text-mining techniques is recommended to obtain useful knowledge based on user-generated data. This study intended to understand customers’ perceptions of restaurant service and unveil any change that might occur driven by the COVID-19 pandemic. Therefore data was collected on TripAdvisor for two different periods - before and after the pandemic, using the top restaurants of two island tourism destinations. An upturn in customer satisfaction during Covid-19 and changes in attribute weight in the overall evaluation was observed. Therefore, the attribute “service” acquires even more special relevance. This methodology is considered adequate to meet the objectives defined, allowing to obtain relevant conclusions; it might also be applied to other phenomena and sectors. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-03-31 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://doi.org/10.34623/hc8v-mw52 https://doi.org/10.34623/hc8v-mw52 |
url |
https://doi.org/10.34623/hc8v-mw52 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
https://www.jsod-cieo.net/journal-tsw/index.php/jtsw/article/view/359 https://www.jsod-cieo.net/journal-tsw/index.php/jtsw/article/view/359/245 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2023 Journal of Tourism, Sustainability and Well-being info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2023 Journal of Tourism, Sustainability and Well-being |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Research Centre for Tourism, Sustainability and Well-being (CinTurs) |
publisher.none.fl_str_mv |
Research Centre for Tourism, Sustainability and Well-being (CinTurs) |
dc.source.none.fl_str_mv |
Journal of Tourism, Sustainability and Well-being; Vol 11 No 1 (2023): Journal of Tourism, Sustainability and Well-being | Special Issue - Safety and Well-Being in the Hospitality Industry; 13-26 2183-1912 reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
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1799131565908819968 |