Content analysis of tripadvisor reviews on safe tourism certified restaurants during the Covid-19 pandemic

Abstract

Covid-19 outbreak, which emerged in December 2019, deeply affected the economies. During the Covid-19 outbreak, there was a significant decline in restaurant revenues, foreign currency inflows and employment. The outbreak has caused radical changes in lifestyles and consumer behaviors. The universe considered in this study comprised users who ate at Safe Tourism Certified restaurants in Turkey and commented on the Tripadvisor website. In this study, the content analysis method, which is used in qualitative research methodologies, was applied. In this context, a total of 922 reviews for 98 Safe Tourism Certified restaurants on the Tripadvisor website between 11 March 2020 and 20 April 2022 were examined with the help of Nvivo 12 program. It was determined that 80.6% of the customer comments were positive. The most emphasized factors in the comments were taste, price, attitude and behavior of the employee, view, food and beverage quality, cleanliness, punctuality, employee care and Covid-19 security measures. According to the findings, suggestions for the sector and future research were presented.

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

“…Customers' reviews were bases for comparison. Study [24] also found positive comments (80.6%) on TripAdvisor reviews of 98 restaurants in Turkey. Taste was the most mentioned factor in positive comments while price was the most mentioned factor in negative comments.…”

“…Significantly, the word 'price' was found in most of the related research studies in different places: Turkey [24], Thailand [19], [3], and Malaysia [28]. This finding shows the fact that customers are really concerned about prices.…”

“…The words show that prices go with the good quality of ingredients. The word 'good' as one of the most frequent words is in line with [25], and the 'price' which was found as one of the most frequent words indicating negative aspect [19], [3], [28], [24]. Moreover, food quality was mentioned as one of the key variables on customers' perception [7].…”