Michelin Yıldızlı Restoranlarda Yemek Deneyimi ve Duygu Yönelimleri: Türkiye'deki Dijital Müşteri Yorumları Üzerine Bir İnceleme

Abstract

Bu çalışma, Türkiye'deki Michelin yıldızlı restoranlarda yaşanan yemek deneyiminin dijital müşteri yorumlarında hangi bileşenler üzerinden ve hangi duygusal yönelimlerle ifade edildiğini incelemeyi amaçlamaktadır. Araştırma kapsamında İstanbul, İzmir, Muğla ve Nevşehir'de faaliyet gösteren 15 Michelin yıldızlı restorana 1.801 Google Haritalar kullanıcı yorumu analiz edilmiştir. Veriler duygu analizi ve tematik analiz birlikte kullanılarak değerlendirilmiştir. Bulgular, müşteri yorumlarında yemek kalitesi, servis, fiziksel ortam, ekonomik değer ve prestij gibi boyutların birbirinden bağımsız değil, birbiriyle ilişkilendirilerek ele alındığını göstermektedir. Şef deneyimi, servis süreci ve fiziksel ortam temaları arasındaki yüksek birlikte görülme değerleri bu bulguyu desteklemektedir. Servis deneyimi ve misafirperverlik teması en yüksek pozitif duygu skorunu üretirken, hizmet hataları negatif duygu yönelimi gösteren tek tema olmuştur. Ekonomik değer teması ise nötr düzeye yakın bir yapı sergilemiştir. Elde edilen bulgular, Michelin yıldızlı restoran deneyiminin hem işlevsel hem de sembolik boyutlarla değerlendirildiğini ortaya koymaktadır.

Keywords

• Duygu analizi
• tematik analiz
• çevrim içi müşteri yorumları
• deneyim boyutları
• sembolik tüketim

Dining Experience and Sentiment Orientations in Michelin-Starred Restaurants: An Examination of Digital Customer Reviews in Türkiye

Abstract

This study aims to examine the components through which dining experiences at Michelin-starred restaurants in Türkiye are expressed in digital customer reviews and the sentiment orientations associated with these experiences. The study analyzed 1,801 Google Maps user reviews of 15 Michelin-starred restaurants operating in İstanbul, İzmir, Muğla, and Nevşehir. The data were evaluated through the combined use of sentiment analysis and thematic analysis. The findings indicate that dimensions such as food quality, service, physical environment, economic value, and prestige are not addressed independently in customer reviews but are evaluated in relation to one another. The high co-occurrence values among the themes of chef experience, service process, and physical environment support this finding. The service experience and hospitality theme produced the highest positive sentiment score, whereas service failures constituted the only theme displaying a negative sentiment orientation. The economic value theme, by contrast, exhibited a structure close to the neutral level. The findings demonstrate that dining experiences at Michelin-starred restaurants are evaluated through both functional and symbolic dimensions.

Keywords

• Sentiment analysis
• thematic analysis
• online customer reviews
• experience dimensions
• symbolic consumption

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