Customer Forgiveness: Can Decrease Customer Dissatisfaction?

Putri, Hesti Maria; Yolanda, Mike; Sari, Astri Yuza; Abror,

doi:10.2991/aebmr.k.201126.080

Cited by 1 publication

(1 citation statement)

References 7 publications

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“…According to FormPlus Official Portal (2020), a certain company monitors the customer dissatisfaction that they received from their previous customers because it can give a negative effect to their business which are: creating a bad reputation in public and leads to loss of loyalty from their customers all throughout the existence of the business. "Customer dissatisfaction gives a negative impact on business owners, they are disappointed in a product or service because of their expectation" added by (Putri et al, 2020).…”

Section: Review Of Iteraturementioning

confidence: 99%

Sentiment Analysis on Tripadvisor Reviews of Customer Satisfaction in Tagaytay City From 2017-2021

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The study addresses customer satisfaction in Bag of Beans Café and Restaurant, Tagaytay City focusing on the online reviews on Trip Advisor from the year 2017-2021. The study aims to come up with recommendations based on results that can be applied to the negative feedback of the customers in Bag of Beans Café and Restaurant Tagaytay City through reviews from TripAdvisor. The researchers utilized Hashed Ahmed Nasser's research framework. Salniza Bt Md, M. Salleh, Hamid Mahmood Gelaidan in 2012. The framework consists of four sections for gaining customer satisfaction. This study utilized qualitative research following a descriptive design. Sentiment analysis of TripAdvisor reviews was applied in its research. The researchers utilized a purposive sampling technique wherein there are qualifications for the reviews to be included in the study. Simple frequency counts on the number of positive and negative comments were performed and are shown for clarity. The online reviews mainly indicated a higher rate of positive impression after dining at Bag of Beans, concluding that most customers are satisfied with the restaurant's performance. That being said, the café and restaurant have implemented procedures and measures in place to ensure that their clients receive high-quality attention. In addition, having online review platforms allows the Hospitality and Restaurant Industry to analyze both positive and negative customer experiences that will help the management to improve and develop the services they offer for the betterment of the cafe and restaurant.

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Section: Review Of Iteraturementioning

confidence: 99%