A Content Analysis of Consumer Online Restaurant Comments in Delhi/NCR

Prabhu, Narayan B. M and Nayak, Naresh P and Maheshwari, Shubham (2017) A Content Analysis of Consumer Online Restaurant Comments in Delhi/NCR. International Journal of Applied Business and Economic Research, 15 (23). pp. 349-358. ISSN 0972-7302

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This article focuses on the content analysis of 3,358 online customer comments from the elite restaurant review websites namely Zomato, Trip Advisor and Dineout regarding three hundred fine dining and casual dining restaurants in Delhi/NCR. Analysis shows that favourable comments far outnumbered the negative reviews of the restaurant by consumers. This study’s main purpose was to identify the factors that are most salient in a guest’s evaluation of a fine dining and casual dining restaurants in Delhi/NCR. Although food is established as the king of the meal experience in most of the other studies, the starter also is cited as a highly memorable item in many online consumers’ comments. A preference structure model emerges suggesting that customers consider food, service, ambience, price, menu, and decor when reflecting on their experiences. Contrary to expectations, the model remains relatively constant when tested in times of economic plenty and economic crisis. Depending on how management monitors and responds to them, comments on electronic guides and in social media can destroy a restaurant or help secure the business’s longevity. Restaurant managers who respond successfully to comments in electronic forums can turn an unsatisfied customer to a loyal one. Thus this study provides insights for bothrestaurant owners as well as consumers on online consumer comments on varied attributes of restaurants.

Item Type: Article
Uncontrolled Keywords: Online restaurant comments, fine dining, casual dining, Delhi/NCR.
Subjects: Hotel Management > WGSHA Manipal
Depositing User: WGSHA EPrints Administrator
Date Deposited: 12 Feb 2018 10:28
Last Modified: 12 Feb 2018 10:28
URI: http://eprints.manipal.edu/id/eprint/150593

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