Satisfiers and Dissatisfiers for Las Vegas Casino Buffet Restaurants: A Google Review and LIWC Analysis

Abstract

This study aims to identify satisfiers and dissatisfiers by analyzing Google Reviews on Las Vegas Casino Buffet Restaurants. It also compared its results to the nascent literature regarding satisfiers and dissatisfiers for restaurants, as revealed in online review by analyzing 14,064 reviews using Nvivo and Excel, with content analysis and text analysis with Linguistic Inquiry and Word Count to gain insights into reviewers' emotional expressions. It found that food, option/variety, price/value, employees, and atmosphere were important satisfiers/dissatisfiers. For casino buffets, the theme of options was present as both satisfier and dissatisfier, indicating it is important to this type of restaurant.