Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul

Nihan Yarmacı Güvenç; Ela Nazlı Köz; Seray Evren

doi:10.26650/jot.2023.9.1.1153011

Research Article

Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul

Year 2023, , 41 - 49, 21.11.2023

Nihan Yarmacı Güvenç , Ela Nazlı Köz , Seray Evren

https://doi.org/10.26650/jot.2023.9.1.1153011

Abstract

Globalization and the internet era have resulted in an increase in curiosity about different cultures and in an expansion of cultural diversity concerning food choice. In this direction the number of ethnic restaurants which carry the role of making known a culture’s gastronomic identity through food, service rituals and atmosphere has increased around the world. As a result choosing a restaurant has become more challenging for customers. In the process of making a decision about which restaurant to go to, online reviews are seen to be vital and reliable sources of information due to the information given by other customers. Today consumers have the power of greatly impacting the promotional activities of restaurants. Therefore the importance of online reviews, especially for ethnic restaurants which are distinct from ordinary restaurants due to bearing the responsibility of promoting another culture, is considered non-negotiable. The aim of this study is to analyse customer reviews on the Zomato platform regarding Korean restaurants located in Istanbul. For the purpose of the study 510 Turkish and English reviews made between November 2013 - May 2022 regarding eleven different Korean restaurants based in Istanbul were analyzed and coded under six main themes and thirty-seven sub themes following qualitative research methods and content analysis techniques. In line with the findings, it was discovered that Korean restaurant customers gave importance to the taste of food and beverages, staff and service, facility, price, authenticity and menu related issues respectively.

Keywords

Korean Cuisine, Ethnic Restaurant Experience, Online Review, Zomato, Istanbul

Supporting Institution

Project Number

Thanks

References

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Year 2023, , 41 - 49, 21.11.2023

Nihan Yarmacı Güvenç , Ela Nazlı Köz , Seray Evren

https://doi.org/10.26650/jot.2023.9.1.1153011

Abstract

Project Number

References

Abdullah, D., Hambali, M. E. R. M., Kamal, S. B. M., Din, N., & Lahap, J. (2016). Factors influencing visual electronic word of mouth (e-WOM) on restaurant experience. Proceedings of the 3rd International Hospitality and Tourism Conference (IHTC 2016) & 2nd International Seminar on Tourism, 519-523. google scholar
Abdullah, D., Hambali, M. E. R. M., Kamal, S. B. M., Din, N., & Lahap, J. (2016). Factors influencing visual electronic word of mouth (e-WOM) on restaurant experience. Proceedings of the 3rd International Hospitality and Tourism Conference (IHTC 2016) & 2nd International Seminar on Tourism, 519-523. google scholar
Beşirli, H. (2010). Yemek, kültür ve kimlik. Milli Folklor, 22(87), 159-169. google scholar
Beşirli, H. (2010). Yemek, kültür ve kimlik. Milli Folklor, 22(87), 159-169. google scholar
Choe, S. Y., & Hong, J. H. (2018). Can information positively influence familiarity and acceptance of a novel ethnic food? A case study of Korean traditional foods for Malaysian consumers. Journal of sensory studies, 33(3), e12327. google scholar
Choe, S. Y., & Hong, J. H. (2018). Can information positively influence familiarity and acceptance of a novel ethnic food? A case study of Korean traditional foods for Malaysian consumers. Journal of sensory studies, 33(3), e12327. google scholar
Clemes, M. D., Gan, C., & Sriwongrat, C. (2013). Consumers’ choice factors of an upscale ethnic restaurant. Journal of Food Products Marketing, 19(5), 413-438. google scholar
Clemes, M. D., Gan, C., & Sriwongrat, C. (2013). Consumers’ choice factors of an upscale ethnic restaurant. Journal of Food Products Marketing, 19(5), 413-438. google scholar
Doğan, S., Güngör, M.Y., & Tanrısevdi, A. (2016). Çevrimiçi tüketici yorumlarının içerik analizi yoluyla incelenmesi: Kuşadası’ndaki yiyecek ve içecek işletmeleri üzerinde bir araştırma. Uluslararası Hakemli Pazarlama ve Pazar Araştırmaları Dergisi, 9, 1-22. google scholar
Doğan, S., Güngör, M.Y., & Tanrısevdi, A. (2016). Çevrimiçi tüketici yorumlarının içerik analizi yoluyla incelenmesi: Kuşadası’ndaki yiyecek ve içecek işletmeleri üzerinde bir araştırma. Uluslararası Hakemli Pazarlama ve Pazar Araştırmaları Dergisi, 9, 1-22. google scholar
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Erdoğan Yamaç, Z. (2021) Uzakdoğu Mutfağı Konseptli Etnik Restoranlar Hakkındaki Müşteri Şikâyetlerinin Analizi. Turizm ve İşletme Bilimleri Dergisi, 1(2), 35-50. google scholar
Fox, G., & Longart, P. (2016). Electronic word-of-mouth: Successful communication strategies for restaurants. Tourism and hospitality manage-ment, 22(2), 211-223. google scholar
Fox, G., & Longart, P. (2016). Electronic word-of-mouth: Successful communication strategies for restaurants. Tourism and hospitality manage-ment, 22(2), 211-223. google scholar
Ha, J., & Jang, S. S. (2010). Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean restaurants. International Journal of Hospitality Management, 29(1), 2-13. google scholar
Ha, J., & Jang, S. S. (2010). Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean restaurants. International Journal of Hospitality Management, 29(1), 2-13. google scholar
Hennig-Thurau, T., Kevin P. Gwinner, G. W., & Dawyne, D. G. (2004). Electronic Word-of Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet. Journal of lnteractive Marketing, 18(Winter), 38-52. google scholar
Hennig-Thurau, T., Kevin P. Gwinner, G. W., & Dawyne, D. G. (2004). Electronic Word-of Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet. Journal of lnteractive Marketing, 18(Winter), 38-52. google scholar
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Hogarth, H. K. K. (2013). The Korean wave: An Asian reaction to western-dominated globalization. Perspectives on Global Development and Technology, 12(1-2), 135-151. google scholar
Jang, J. K., Mattila, A. S., & Van Hoof, H. B. (2021). Variety is the spice of life! The effect of the number of side dishes and plate presentation on willingness to try Korean cuisine. Journal of Foodservice Business Research, 24(2), 235-248. google scholar
Jang, J. K., Mattila, A. S., & Van Hoof, H. B. (2021). Variety is the spice of life! The effect of the number of side dishes and plate presentation on willingness to try Korean cuisine. Journal of Foodservice Business Research, 24(2), 235-248. google scholar
Jang, S. S., Ha, J., & Park, K. (2012). Effects of ethnic authenticity: Investigating Korean restaurant customers in the US. International Journal of Hospitality Management, 31(3), 990-1003. google scholar
Jang, S. S., Ha, J., & Park, K. (2012). Effects of ethnic authenticity: Investigating Korean restaurant customers in the US. International Journal of Hospitality Management, 31(3), 990-1003. google scholar
Karaca, K. Ç., & Köroğlu, Ö. (2018). Restoran Atmosferinin Tekrar Ziyaret Niyetine Etkisi: Akış Deneyiminin Aracılık Rolü. Avrasya Uluslararası Araştırmalar Dergisi, 6(15), 776-797. google scholar
Karaca, K. Ç., & Köroğlu, Ö. (2018). Restoran Atmosferinin Tekrar Ziyaret Niyetine Etkisi: Akış Deneyiminin Aracılık Rolü. Avrasya Uluslararası Araştırmalar Dergisi, 6(15), 776-797. google scholar
Kim, S. H., Kim, M. S., Lee, M. S., Park, Y. S., Lee, H. J., Kang, S. A., ... & Kwon, D. Y. (2016). Korean diet: characteristics and historical background. Journal of Ethnic Foods, 3(1), 26-31. google scholar
Kim, S. H., Kim, M. S., Lee, M. S., Park, Y. S., Lee, H. J., Kang, S. A., ... & Kwon, D. Y. (2016). Korean diet: characteristics and historical background. Journal of Ethnic Foods, 3(1), 26-31. google scholar
Kivela, J., Inbakaran, R., & Reece, J. (1999), Consumer research in the restaurant environment. Part 1: a conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205-22. google scholar
Kivela, J., Inbakaran, R., & Reece, J. (1999), Consumer research in the restaurant environment. Part 1: a conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205-22. google scholar
Kwon, D. Y., Chung, K. R., Yang, H. J., & Jang, D. J. (2015). Gochujang (Korean red pepper paste): A Korean ethnic sauce, its role and history. Journal of Ethnic Foods, 2(1), 29-35. doi:10.1016/j.jef.2015.02.006 google scholar
Kwon, D. Y., Chung, K. R., Yang, H. J., & Jang, D. J. (2015). Gochujang (Korean red pepper paste): A Korean ethnic sauce, its role and history. Journal of Ethnic Foods, 2(1), 29-35. doi:10.1016/j.jef.2015.02.006 google scholar
Lee, M., Rodgers, S., & Kim, M. (2009). Effects of valence and extremity of eWOM on attitude toward the brand and website. Journal of Current Issues & Research in Advertising, 31(2), 1-11. google scholar
Lee, M., Rodgers, S., & Kim, M. (2009). Effects of valence and extremity of eWOM on attitude toward the brand and website. Journal of Current Issues & Research in Advertising, 31(2), 1-11. google scholar
Liu, S. Q., & Mattila, A. S. (2015). Ethnic Dining: Need To Belong, Need To Be Unique, And Menu Offering. International Journal Of Hospitality Management, 49, 1-7. google scholar
Liu, S. Q., & Mattila, A. S. (2015). Ethnic Dining: Need To Belong, Need To Be Unique, And Menu Offering. International Journal Of Hospitality Management, 49, 1-7. google scholar
Min, K. H., & Lee, T. J. (2014). Customer satisfaction with Korean restaurants in Australia and their role as ambassadors for tourism marketing. Journal of travel & tourism marketing, 31(4), 493-506. google scholar
Min, K. H., & Lee, T. J. (2014). Customer satisfaction with Korean restaurants in Australia and their role as ambassadors for tourism marketing. Journal of travel & tourism marketing, 31(4), 493-506. google scholar
Oh, C. J., & Chae, Y. G. (2013). Constructing Culturally Proximate Spaces through Social Network Services: The Case of" Hallyu"(Korean Wave) in Turkey. Uluslararası ilişkiler/International relations, 77-99. google scholar
Oh, C. J., & Chae, Y. G. (2013). Constructing Culturally Proximate Spaces through Social Network Services: The Case of" Hallyu"(Korean Wave) in Turkey. Uluslararası ilişkiler/International relations, 77-99. google scholar
Racherla, P., & King, R. (2012). What We Know and Don’t Know About Online Word-Of-Mouth: A Systematic Review and Synthesis of the Literature. Available at SSRN 2187040. google scholar
Racherla, P., & King, R. (2012). What We Know and Don’t Know About Online Word-Of-Mouth: A Systematic Review and Synthesis of the Literature. Available at SSRN 2187040. google scholar
Roseman, M. G. (2006). Changing times: Consumers choice of ethnic foods when eating at restaurants. Journal of Hospitality & Leisure Marketing, 14(4), 5-32. google scholar
Roseman, M. G. (2006). Changing times: Consumers choice of ethnic foods when eating at restaurants. Journal of Hospitality & Leisure Marketing, 14(4), 5-32. google scholar
Sever, P., & Girgin, G. K. (2019). Turistlerin Restoran Deneyimleri İle Destinasyonu Tekrar Ziyaret Etme Niyeti Arasındaki İlişkinin Belirlenmesi: İstanbul Örneği. Gastroia: Journal Of Gastronomy And Travel Research, 3(2), 241-263. google scholar
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There are 62 citations in total.

Details

Primary Language	English
Subjects	Human Geography (Other)
Journal Section	Articles
Authors	Nihan Yarmacı Güvenç 0000-0002-2679-5468 Ela Nazlı Köz 0000-0002-8483-2482 Seray Evren 0000-0002-3314-3572
Project Number	-
Publication Date	November 21, 2023
Submission Date	December 2, 2022
Published in Issue	Year 2023

Cite

APA	Yarmacı Güvenç, N., Köz, E. N., & Evren, S. (2023). Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul. Journal of Tourismology, 9(1), 41-49. https://doi.org/10.26650/jot.2023.9.1.1153011
AMA	Yarmacı Güvenç N, Köz EN, Evren S. Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul. Journal of Tourismology. November 2023;9(1):41-49. doi:10.26650/jot.2023.9.1.1153011
Chicago	Yarmacı Güvenç, Nihan, Ela Nazlı Köz, and Seray Evren. “Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul”. Journal of Tourismology 9, no. 1 (November 2023): 41-49. https://doi.org/10.26650/jot.2023.9.1.1153011.
EndNote	Yarmacı Güvenç N, Köz EN, Evren S (November 1, 2023) Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul. Journal of Tourismology 9 1 41–49.
IEEE	N. Yarmacı Güvenç, E. N. Köz, and S. Evren, “Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul”, Journal of Tourismology, vol. 9, no. 1, pp. 41–49, 2023, doi: 10.26650/jot.2023.9.1.1153011.
ISNAD	Yarmacı Güvenç, Nihan et al. “Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul”. Journal of Tourismology 9/1 (November 2023), 41-49. https://doi.org/10.26650/jot.2023.9.1.1153011.
JAMA	Yarmacı Güvenç N, Köz EN, Evren S. Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul. Journal of Tourismology. 2023;9:41–49.
MLA	Yarmacı Güvenç, Nihan et al. “Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul”. Journal of Tourismology, vol. 9, no. 1, 2023, pp. 41-49, doi:10.26650/jot.2023.9.1.1153011.
Vancouver	Yarmacı Güvenç N, Köz EN, Evren S. Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul. Journal of Tourismology. 2023;9(1):41-9.

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