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Vol.13, No.1, February 2024. ISSN: 2217-8309 eISSN: 2217-8333
TEM Journal
TECHNOLOGY, EDUCATION, MANAGEMENT, INFORMATICS Association for Information Communication Technology Education and Science |
Computerized Content Analysis of TripAdvisor Reviews: A Case Study of a Street Food Restaurant With One Michelin Star
Piyada Low
© 2024 Piyada Low , published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)
Citation Information: TEM Journal. Volume 13, Issue 1, Pages 326-333, ISSN 2217-8309, DOI: 10.18421/TEM131-34, February 2024.
Received: 30 September 2023. Revised: 28 December 2023.
Abstract:
Online review platform is a digital communication for reviewers to communicate with future customers. TripAdvisor reviews of a Thai street food restaurant were examined in the periods of before (2012-2017) and after (2018-2023) being awarded one Michelin Star. Two digital tools were employed: Web Scraper and KH Coder. Positive aspects of the reviews were found. Most of the reviews rose from 4 bubble ratings at 42.53% during 2012-2017 to 5 bubble ratings at 42.43% during 2018-2023. Frequent words and co-occurrence network highlighted the signature dishes of the restaurant and quality of food as well as pinpointed the need for a table reservation and the waiting time. The findings are significant to the customer service experience, specifically pertaining to dining and table assistance. Future studies can expand to multiple online restaurant reviews or a nation’s cuisine using computerized content analysis.
Keywords –Content analysis, frequent words, Michelin Star, Thai street food, TripAdvisor reviews. |
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