Müşteri Deneyiminin Dijital Aynası: Eskişehir Uzak Doğu Restoranlarında Online Şikâyetler (Customer Experience's Digital Mirror: Online Complaints in Eskisehir's East Asian Restaurants)

Authors

  • Beybala TİMUR

DOI:

https://doi.org/10.21325/jotags.2024.1428

Keywords:

Gastronomy, East Asian cuisine, Ethnic restaurant, Online complaints

Abstract

This study aims to investigate the impact of online reviews on customer experience and image by analyzing customer complaints on online review platforms for East Asian restaurants in Eskisehir. The study employed a qualitative research method and content analysis technique for data analysis. Data was collected from real customer reviews on TripAdvisor and YummyAdvisor websites. The findings of the study indicate that product and service quality are at the forefront of customer complaints. Recommendations are provided to businesses based on the findings.

References

Aureliano-Silva, L., Leung, X., & Spers, E. E. (2021). The effect of online reviews on restaurant visit intentions: Applying signaling and involvement theories. Journal of Hospitality and Tourism Technology, 12(4), 672-688. https://doi.org/10.1108/JHTT-06-2020-0143

Ayaz, N., & Sünbül, K. (2018). Restoran müşterilerinin beklentileri ve gıda güvenliğine yönelik tepkileri üzerine bir nitel araştırma. Journal of Tourism and Gastronomy Studies, 6(1), 164-181.

Beuscart, J.-S., Mellet, K., & Trespeuch, M. (2016). Reactivity without legitimacy? Online consumer reviews in the restaurant industry. Journal of Cultural Economy, 9(5), 458-475. https://doi.org/10.1080/17530350.2016.1210534

Ebster, C., & Guist, I. (2005). The role of authenticity in ethnic theme restaurants. Journal of Foodservice Business Research, 7(2), 41-52. https://doi.org/10.1300/J369v07n02_04

Gençer, K., & Keşkekçi, D. (2022). Yiyecek içecek işletmelerine yönelik çevrimiçi şikâyetlerin değerlendirilmesi: İstanbul’da yer alan uzak doğu restoranları örneği. Journal of Business Research - Turk. https://doi.org/10.20491/isarder.2022.1514

Güler, O., & Yayla, F. (2020). Hijyen restoranlar için hala bir şikâyet nedeni mi? Mersin’deki alakart restoranlara yönelik çevrimiçi müşteri şikâyetleri üzerinden bir araştırma. Türk Turizm Araştırmaları Dergisi, 4(4), 3740-3753.

İbiş, S., Çöp, S., & Kızıldemir, Ö. (2019). İstanbul’daki Çin restoranlarına yönelik yapılan yorumların ve e-şikâyetlerin değerlendirilmesi (Evaluation of E-Complaints and Comments on Chinese Resaurants in Istanmbul). Journal of Tourism and Gastronomy Studies, 7(1), 505-521. https://doi.org/10.21325/jotags.2019.375

Jean Lim, X., Imm Ng, S., Chuah, F., Huei Cham, T., Tunku Abdul Rahman -Kuala Lumpur Campus, U., & Rozali, A. (2020). I see, and I hunt The link between gastronomy online reviews, involvement and behavioural intention towards ethnic food Behavioural intention towards ethnic food. British Food Journal, 122(6), 1777-1800. https://doi.org/10.1108/BFJ-07-2018-0459

Kim, Y.-J., & Kim, H.-S. (2022). The impact of hotel customer experience on customer satisfaction through online reviews. Sustainability, 14(2), 848. https://doi.org/10.3390/su14020848

Lee, J., & Kim, Y.-K. (2020). Online reviews of restaurants: expectation-confirmation theory. Journal of Quality Assurance in Hospitality & Tourism, 21(5), 582-599. https://doi.org/10.1080/1528008X.2020.1712308

Litvin, S. W., Goldsmith, R. E., & Pan, B. (2008). Electronic word-of-mouth in hospitality and tourism management. Tourism Management, 29(3), 458-468. https://doi.org/10.1016/j.tourman.2007.05.011

Mariani, M. M., Borghi, M., & Gretzel, U. (2019). Online reviews: Differences by submission device. Tourism Management, 70, 295-298. https://doi.org/10.1016/j.tourman.2018.08.022

Metin, O., & Ünal, Ş. (2022). İçerik analizi tekniği: İletişim Bilimlerinde ve sosyolojide doktora tezlerinde kullanımı. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 22(Özel Sayı 2), 273-294. https://doi.org/10.18037/ausbd.1227356

Parikh, A. A., Behnke, C., Almanza, B., Nelson, D., & Vorvoreanu, M. (2017). Comparative content analysis of professional, semi-professional, and user-generated restaurant reviews. Journal of Foodservice Business Research, 20(5), 497-511. https://doi.org/10.1080/15378020.2016.1219170

Qu, H. (1997). Determinant factors and choice ıntention for chinese restaurant dining. Journal of Restaurant & Foodservice Marketing, 2(2), 35-49. https://doi.org/10.1300/J061v02n02_03

Roseman, M. G. (2006). Changing times: Consumers choice of ethnic foods when eating at restaurants. Journal of Hospitality & Leisure Marketing, 14(4), 5-32. https://doi.org/10.1300/J150v14n04_02

Ryu, K., Han, H., & Jang, S. (Shawn). (2010). Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast‐casual restaurant industry. International Journal of Contemporary Hospitality Management, 22(3), 416-432. https://doi.org/10.1108/09596111011035981

Standing, C., Holzweber, M., & Mattsson, J. (2016). Exploring emotional expressions in e-word-of-mouth from online communities. Information Processing & Management, 52(5), 721-732. https://doi.org/10.1016/j.ipm.2016.01.001

Su, C.-S. (2011). The role of service innovation and customer experience in ethnic restaurants. The Service Industries Journal, 31(3), 425-440. https://doi.org/10.1080/02642060902829302

Vermeulen, I. E., & Seegers, D. (2009). Tried and tested: The impact of online hotel reviews on consumer consideration. Tourism Management, 30(1), 123-127. https://doi.org/10.1016/j.tourman.2008.04.008

Viglia, G., Minazzi, R., & Buhalis, D. (2016). The influence of e-word-of-mouth on hotel occupancy rate. International Journal of Contemporary Hospitality Management, 28(9), 2035-2051. https://doi.org/10.1108/IJCHM-05-2015-0238

Weiss, R., Feinstein, A. H., & Dalbor, M. (2004). Customer satisfaction of theme restaurant attributes and their influence on return intent. Journal of Foodservice Business Research, 7(1), 23-41. https://doi.org/10.1300/J369v07n01_03

Yamaç Erdoğan, Z. (2021). Uzakdoğu mutfağı konseptli etnik restoranlar hakkındaki müşteri şikâyetlerinin analizi. Turizm ve İşletme Bilimleri Dergisi, 1(2), 35-50. https://dergipark.org.tr/tr/pub/turibder/issue/66088/1031186

Yan, X., Wang, J., & Chau, M. (2015). Customer revisit intention to restaurants: Evidence from online reviews. Information Systems Frontiers, 17(3), 645-657. https://doi.org/10.1007/s10796-013-9446-5

Yaşar, Z. (2019). Kastamonu’da yöresel yiyecek içecek hizmeti sunan restoranlara ilişkin tüketici şikayetlerinin değerlendirilmesi: Tripadvisor örneği. Safran Kültür ve Turizm Araştırmaları Dergisi, 2(2), 241-250.

Zhang, L., & Hanks, L. (2018). Online reviews: The effect of cosmopolitanism, incidental similarity, and dispersion on consumer attitudes toward ethnic restaurants. International Journal of Hospitality Management, 68, 115-123. https://doi.org/10.1016/j.ijhm.2017.10.008

Zhang, Z., Ye, Q., Law, R., & Li, Y. (2010). The impact of e-word-of-mouth on the online popularity of restaurants: A comparison of consumer reviews and editor reviews. International Journal of Hospitality Management, 29(4), 694-700. https://doi.org/10.1016/j.ijhm.2010.02.002

Published

07/01/2024

How to Cite

TİMUR, B. (2024). Müşteri Deneyiminin Dijital Aynası: Eskişehir Uzak Doğu Restoranlarında Online Şikâyetler (Customer Experience’s Digital Mirror: Online Complaints in Eskisehir’s East Asian Restaurants). Journal of Tourism & Gastronomy Studies, 12(2), 1125–1137. https://doi.org/10.21325/jotags.2024.1428