How Restaurant Attributes Affect Customer Satisfaction: A Study Based on Sentiment Analysis, Neural Network Modelling and Kano Model Classification

Huijin Lu, Huidan Tan, Chenwei Li, Xiaobo Xu*

*Corresponding author for this work

Research output: Chapter in Book or Report/Conference proceedingConference Proceedingpeer-review

1 Citation (Scopus)

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.

Original languageEnglish
Title of host publicationE-Business. Digital Empowerment for an Intelligent Future - 22nd Wuhan International Conference, WHICEB 2023, Proceedings
EditorsYiliu Tu, Maomao Chi
PublisherSpringer Science and Business Media Deutschland GmbH
Pages233-241
Number of pages9
ISBN (Electronic)9781713893592
ISBN (Print)9783031322983
DOIs
Publication statusPublished - May 2023
Event22nd Wuhan International Conference on E-Business, WHICEB 2023 - Wuhan, China
Duration: 26 May 202328 May 2023

Publication series

NameLecture Notes in Business Information Processing
Volume480 LNBIP
ISSN (Print)1865-1348
ISSN (Electronic)1865-1356

Conference

Conference22nd Wuhan International Conference on E-Business, WHICEB 2023
Country/TerritoryChina
CityWuhan
Period26/05/2328/05/23

Keywords

  • Customer Satisfaction
  • Kano Model Classification
  • Neural Network Modelling
  • Restaurant Attributes
  • Sentiment Analysis

Fingerprint

Dive into the research topics of 'How Restaurant Attributes Affect Customer Satisfaction: A Study Based on Sentiment Analysis, Neural Network Modelling and Kano Model Classification'. Together they form a unique fingerprint.

Cite this