Exploring The Influence of Online Reviews on Sales

Abstract

This study examined customer satisfaction in 20 lady-managed Indonesian restaurants located in South Korea, Japan, Taiwan, and Hong Kong, utilizing 1,316 online reviews. The overall average rating was 4.3 out of 5, reflecting high customer satisfaction. By using KH-coder software word frequency and co-occurrence network analysis identified key themes within reviews, encompassing food variety, pricing, restaurant ownership, and overall dining experience. The term "lady" was frequently associated with 5-star ratings, indicating a potential link between female management and high customer satisfaction. Conversely, terms like "expensive" and "small" were associated with lower ratings, highlighting the importance of perceived value for money and portion size. The study contributes to the underexplored area of female management in the restaurant industry. It demonstrates that women-led establishments can excel in competitive markets. It also underlines the importance of various aspects influencing customer satisfaction beyond just food, such as pricing and portion size. Furthermore, the findings validate the role of women as facilitators of cross-cultural culinary exchange and pave the way for future research on female leadership in the hospitality industry.