探索网络评论对销售的影响

Q2 Social Sciences
Endang Noerhartati, Narariya Dita Handani, Nindya Dhaneswara
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引用次数: 1

摘要

这项研究调查了位于韩国、日本、台湾和香港的20家由女性管理的印尼餐厅的顾客满意度,利用了1316条在线评论。总体平均评分为4.3分(满分5分),反映出顾客的高满意度。通过使用KH-coder软件,词频和共现网络分析确定了评论中的关键主题,包括食物种类、价格、餐厅所有权和整体用餐体验。“女士”一词经常与五星评级联系在一起,表明女性管理层与高客户满意度之间存在潜在联系。相反,像“贵”和“小”这样的词与较低的评分相关,突出了金钱和份量的感知价值的重要性。这项研究为餐饮业女性管理的未开发领域做出了贡献。这表明,女性领导的企业可以在竞争激烈的市场中脱颖而出。它还强调了影响顾客满意度的各个方面的重要性,而不仅仅是食物,比如价格和份量。此外,研究结果证实了女性作为跨文化烹饪交流促进者的作用,并为未来关于酒店业女性领导力的研究铺平了道路。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Exploring The Influence of Online Reviews on Sales
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.
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来源期刊
CiteScore
2.10
自引率
0.00%
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0
审稿时长
7 weeks
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