Computerized Content Analysis of TripAdvisor Reviews: A Case Study of a Street Food Restaurant With One Michelin Star

Abstract

Online review platform is a digital communication for reviewers to communicate with future customers. TripAdvisor reviews of a Thai street food restaurant were examined in the periods of before (2012-2017) and after (2018-2023) being awarded one Michelin Star. Two digital tools were employed: Web Scraper and KH Coder. Positive aspects of the reviews were found. Most of the reviews rose from 4 bubble ratings at 42.53% during 2012-2017 to 5 bubble ratings at 42.43% during 2018-2023. Frequent words and co-occurrence network highlighted the signature dishes of the restaurant and quality of food as well as pinpointed the need for a table reservation and the waiting time. The findings are significant to the customer service experience, specifically pertaining to dining and table assistance. Future studies can expand to multiple online restaurant reviews or a nation’s cuisine using computerized content analysis.