Analyzing Restaurant Customers’ Evolution of Dining Patterns and Satisfaction during COVID-19 for Sustainable Business Insights

Visitor preferences in rural gastronomic tourism environment and the related design implications

Since COVID-19, people have suffered tremendous impacts in all aspects of their lives and work, with subtle changes in their environment preferences. The rural areas, with their natural green space, low density, and leisurely habitat, have played an important role after the pandemic and are widely favored by people. Research on rural environments after COVID-19 has received much attention. In the wake of the pandemic, people's needs for the environment have changed not only in terms of physical space, but also in terms of psychological needs. To address the issue of adaptability and resiliency of the future tourism development of the rural areas, this study takes the real subjective feelings of rural visitors as the evaluation standard, and takes the rural gastronomic tourism environment as the research object. We analyzed a sample of 14,373 images and 324,676 comments in Chinese posted by 3484 visitors on social media to explore whether and how people's preferences for rural environments have changed since the pandemic. Findings revealed significant differences in preference for the rural gastronomic tourism environment factors before and after the pandemic. There is variability in environment preferences depending on different gender, environment flexibility and the region. From the perspective of the rural gastronomic tourism environment, the research results provide suggestions for rural planning and rural tourism sustainability, and provide feasible paths for sustainable development and conservation of rural landscapes oriented to human needs, to enhance the resilience and sustainability of rural environments in the future.

Sentiment analysis of restaurant customer satisfaction during COVID-19 pandemic in Pattaya, Thailand

The tourism and hospitality industry, particularly the restaurant business, has been greatly affected by the COVID-19 pandemic. To comprehend customer behavior and preferences during this unprecedented time, it is crucial to analyze online restaurant customer reviews. Thus, this study utilized the valence aware dictionary for sentiment reasoning (VADER) model to examine TripAdvisor reviews of restaurants in Pattaya City, Chon Buri, Thailand, covering the period 2017-2022, which encompasses both pre-pandemic and pandemic years. The findings reveal a significant decrease in the number of reviews and a notable increase in negative sentiments during the COVID-19 pandemic compared to normal circumstances. We noticed two concern areas, i.e., service and staff, and food and taste, that should be addressed urgently. The findings of this study offer valuable insights into customer behavior and requirements, thereby empowering restaurant businesses to enhance service quality, satisfy customer requirements, and strategically plan for a post-COVID-19 future.

Exploring user-generated content related to vegetarian customers in restaurants: An analysis of online reviews

This study aimed to explore and evaluate factors that impact the dining experience of vegetarian consumers within a range of vegetarian-friendly restaurants. To explore the factors and understand consumer experience, this study analyzed a vast number of user-generated contents of vegetarian consumers, which have become vital sources of consumer experience information. This study utilized machine-learning techniques and traditional methods to examine 54,299 TripAdvisor reviews of approximately 1,008 vegetarian-friendly restaurants in London. The study identified 21 topics that represent a holistic opinion influencing the dining experience of vegetarian customers. The results suggested that "value" is the most popular topic and had the highest topic percentage. The results of regression analyses revealed that five topics had a significant impact on restaurant ratings, while 12 topics had negative impacts. Restaurant managers who pay close attention to vegetarian aspects may utilize the findings of this study to satisfy vegetarian consumer requirements better and enhance service operations.

The Evaluation of Rural Outdoor Dining Environment from Consumer Perspective

The quality of the environment should be measured by the satisfaction of the public and guided by the issues of public concern. With the development of the internet, social media as the main platform for people to exchange information has become a data source for planning and management analysis. Nowadays, the rural catering industry is becoming increasingly competitive, especially after the pandemic. How to further enhance the competitiveness of the rural catering industry has become a hot topic in the industry. From the perspective of consumers, we explored consumers' preferences in a rural outdoor dining environment through social media data. The research analyzed the social media data through manual collection and object detection, divided the landscape of the rural outdoor dining environment into eight categories with 35 landscape elements, and then used BP (Back Propagation) neural network nonlinear fitting and least square linear fitting to analyze the 11,410 effective review pictures from eight rural restaurants' social media comments in Chengdu. We derived the degree of consumer preference for the landscape quality of the rural outdoor dining environment and analyzed the differences in preference among three different groups (regular customers, customers with children, and customers with the elderly). The study found that agricultural resources are an important factor in the competitiveness of rural restaurant environments; that children's emotions when using activity facilities can positively influence consumers' dining experiences; that safety and hygiene environment are important factors influencing the decisions of parent-child dining; and that older people are more interested in outdoor nature, etc. The research results provide suggestions and knowledge for rural restaurant managers and designers through human-oriented needs from the perspective of consumers, and clarify the preferences and expectations of different consumer groups for rural restaurant landscapes while achieving the goal of rural landscape protection.

Customer satisfaction with Restaurants Service Quality during COVID-19 outbreak: A two-stage methodology

Online reviews have been used effectively to understand customers' satisfaction and preferences. COVID-19 crisis has significantly impacted customers' satisfaction in several sectors such as tourism and hospitality. Although several research studies have been carried out to analyze consumers' satisfaction using survey-based methodologies, consumers' satisfaction has not been well explored in the event of the COVID-19 crisis, especially using available data in social network sites. In this research, we aim to explore consumers' satisfaction and preferences of restaurants' services during the COVID-19 crisis. Furthermore, we investigate the moderating impact of COVID-19 safety precautions on restaurants' quality dimensions and satisfaction. We applied a new approach to achieve the objectives of this research. We first developed a hybrid approach using clustering, supervised learning, and text mining techniques. Learning Vector Quantization (LVQ) was used to cluster customers' preferences. To predict travelers' preferences, decision trees were applied to each segment of LVQ. We used a text mining technique; Latent Dirichlet Allocation (LDA), for textual data analysis to discover the satisfaction criteria from online customers' reviews. After analyzing the data using machine learning techniques, a theoretical model was developed to inspect the relationships between the restaurants' quality factors and customers' satisfaction. In this stage, Partial Least Squares (PLS) technique was employed. We evaluated the proposed approach using a dataset collected from the TripAdvisor platform. The outcomes of the two-stage methodology were discussed and future research directions were suggested according to the limitations of this study.

The Sustainable Innovation Design in Catering Service

COVID-19 has impacted the whole world since 2019, especially the dietary patterns of customers. Before the pandemic, some companies had been monitoring the operation data for health and food safety situations. It has become a vital mission to improve the food production and service process if the companies wish to pursue the sustainability of their businesses due to the general environment being changed by the epidemic. The sustainability of food systems inherently implies not only customer satisfaction but also the saving of costs. The catering service must find new ways to increase customer loyalty and satisfaction while implementing improved practices for building their brand image and modern decoration. The objective of this article is to discuss the service innovation process in order to investigate the interrelationships of catering environmental policy and psychological effects in the service function. The data were collected from a DINESERV questionnaire, comprised service quality standards, to increase the customer satisfaction for a mobile dining car. Finally, the TRIZ or Kano is a standardized measure designed to improve the idealization of strategy for selecting the most appropriate service quality model. This study presents the results from the survey and discusses future perspectives of increasing the sustainability of service within a catering information system.

A Study on Dining-Out Trends Using Big Data: Focusing on Changes since COVID-19

This study examined consumers’ emotions and needs related to dining-out experiences before and during the COVID-19 crisis. This study identifies words closely associated with the keyword “dining-out” based on big data gleaned from social media and investigates consumers’ perceptions of dining-out and related issues before and after COVID-19. The research findings can be summarized as follows: In 2019, frequently appearing dining-related words were dining-out, family, famous restaurant, recommend, and dinner. In 2020, they were dining-out, family, famous restaurant, and Corona. The analysis results for the dining-out sentimental network based on 2019 data revealed discourses revolving around delicious, nice, and easily. For the 2020 data, discourses revolved around struggling, and, cautious. The analysis of consumers’ dining-out demand network for 2019 data showed discourses centered around reservation, famous restaurant, meal, order, and coffee. However, for 2020 data, discourses were formed around delivery, price, order, take-out, and social distance. In short, with the outbreak of the pandemic, delivery, takeout, and social distance emerged as new search words. In addition, compared with before the COVID-19 pandemic, a weakening trend in positive emotions and an increasing trend in negative emotions were detected after the outbreak of the COVID-19 pandemic; specifically, fear was found to be the fear emotion.

"His lack of a mask ruined everything." Restaurant customer satisfaction during the COVID-19 outbreak: An analysis of Yelp review texts and star-ratings

The aim of the study was to provide practical advice to restaurant managers for improving star ratings as well as information for researchers on how the pandemic has impacted established determinants of satisfaction. The study examined criteria used by restaurant customers in assigning star-ratings on Yelp during the COVID-19 pandemic using keyword analysis and Multiple Correspondence Analysis. In evaluating restaurants, the reviewers focused on service, overall experience, and food quality. Service was discussed in relation to the pandemic and included safety of the dine-in experience, contrasted with take-out options and compliance with COVID-19 guidelines. These criteria applied differently with lower-star reviews focusing on safety, social distancing, and mask policies. Higher-star reviews focused on take-out/delivery services, high-quality food, and an overall positive experience. The study provides valuable contributions to our understanding of how the COVID-19 pandemic will impact the restaurant sector in a post-pandemic world.