The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews

Abstract

Although green practice is increasingly adopted in the restaurant industry, there is still little research in terms of investigating the impacts of green practice on customer satisfaction. This study utilized user-generated content by green restaurant customers to identify various aspects of green restaurants, including perceived green restaurant practices. Our data are based on U.S. green-certified restaurants available on Yelp. Structural topic modeling was used to discover latent restaurant attributes from user-generated content. With a longitudinal approach, the changes in customers’ interest in green practices were estimated. Finally, the common restaurant attributes and green attributes were used to predict customer satisfaction. This study will contribute to marketing strategies for the restaurant industry.

Yeşil restoranlarda hizmet alan müşterilerin memnuniyet ve şikâyetlerinin incelenmesi: Akdeniz ülkelerinden örnekler

“…It has been determined that customers who receive service from all four restaurants almost never mention the emphasis on green or sustainability in their e-reviews. This result is consistent with previous studies (Park et al, 2020;İpar et al, 2020). For this reason, it can be suggested that green restaurants should emphasize their green practices more or work towards adopting them.…”

The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

“…In this sense, we have identified activities at all three levels, that produce intangible capital resources that are essential to the collective effort and suggest that these are a significant aspect of the learning enterprise as a framework for co-creating value. Moreover, this research shows that such aspects of collective endeavor are required on these practices, as organizations face increasingly challenging circumstances, the overcoming of which will require collaborative action from multiple and disparate interest groups [126,127]. Appendix A Table A1.…”

Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations

“…Product experience Park et al [11]; Krystallis and Chrysochou [12]; Oliver et al [13]; Zarantenello and Schmitt [14] Product design, label, package, information delivery, environment, shape, sign, mascot, and product characteristics Experience with service procedure Šerić et al [15] Service delivery based on the quality of product, service, and experience…”

“…Orel and Kara [23], focusing on the services industry, have held that customer satisfaction describes the desired result of a service experience, including the assessment of whether the service has satisfied customers' demands and expectations. Park et al [11] have maintained that customer satisfaction is an important way for enterprises to establish a long-term relationship with consumers and only a few enterprises have succeeded without such a stable relationship. Krystallis and Chrysochou [12] have considered customer satisfaction a decisive factor influencing the assessment of an enterprise after the purchase of tangible and intangible brand properties as well as customer loyalty.…”

“…Customer satisfaction is a comprehensive assessment of satisfaction with the experience during the entire process of buying clothes. Based on the prior studies [11,12,[21][22][23], the same items were used for the measurement of customer satisfaction at online and physical stores. Furthermore, five items are included to measure with in the Likert 5 scale, in light of the specific situation of clothes selling.…”