Abstract
The study aims to understand how the various attributes of restaurant affect its customer satisfaction. Different with prior literature with heavy reliance on self-reported data, we investigated 17 representative restaurant attributes extracted from online reviews, modeled the relationship between restaurant attributes and customer satisfaction leveraging neural network, and classified the attributes into five categories based on kano model. The findings show that, among the 17 attributes, waiter’s attitude and taste of food are most important for a high customer satisfaction. This study could help restaurant allocate its resources with greater efficiency and improve customer satisfaction.
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Lu, H., Tan, H., Li, C., Xu, X. (2023). How Restaurant Attributes Affect Customer Satisfaction: A Study Based on Sentiment Analysis, Neural Network Modelling and Kano Model Classification. In: Tu, Y., Chi, M. (eds) E-Business. Digital Empowerment for an Intelligent Future. WHICEB 2023. Lecture Notes in Business Information Processing, vol 480. Springer, Cham. https://doi.org/10.1007/978-3-031-32299-0_20
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DOI: https://doi.org/10.1007/978-3-031-32299-0_20
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