CONTENT ANALYSIS OF ON-LINE BOOKING PLATFORM REVIEWS OVER A RESTAURANT: A CASE OF PIZZA LOCALE IN IZMIR

Abstract

The development of reservation websites such as tripadvisor.com has significantly affected the ways in which companies interact with their business and target groups. Companies from various sectors use such media to communicate with customers, who share their complaints, satisfactions and are asked about their experiences and opinions about products before deciding to buy. One of the widely used sector of on-line booking platforms is the gastronomy sector.

In this study, Locale Pizza restaurant was chosen to examine the electronic reviews of consumers by qualitative analysis. The research has investigated over 120 customers and analyzed their gender, rating scale and the objects of their complaints. Empirical results showed that most of the customer satisfaction at the restaurant is positive. The content analysis revealed that the managers of the restaurant are active in revising the complaints, as they show diminishing pattern by the time.

Keywords

• customer satisfaction,online review platform,tourism,, restaurant

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