Unlocking Customer Satisfaction of Halal Restaurant in South Korea through Online Review Analysis

Handani, Narariya Dita; Kim, Hak-Seon

doi:10.18063/esp.v7.i2.1501

Cited by 4 publications

(6 citation statements)

References 76 publications

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“…When analyzing results derived from text mining, especially subjective data like user opinions, capturing the entirety of influential factors becomes challenging. Previous research has also indicated that in such scenarios, the R² value might be on the lower side reinforcing the findings of this study (Handani & Kim, 2023;Kim & Noh, 2019).…”

Section: B Statistical Analysissupporting

confidence: 90%

User Experience of Mobile Banking Application in Indonesia: New Technology of Banking

et al. 2024

Glob Bus Financ Rev

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Purpose: This research delves into the user experiences associated with ten mobile banking applications in Indonesia. The study aims to highlight the technological innovations that drive user satisfaction, pinpoint areas requiring enhancement, and offer foresight into the evolving landscape of mobile banking in the region. Design/methodology/approach: Utilizing the KH-coder software, the data underwent rigorous quantitative text mining. Techniques such as frequency analysis, co-occurrence network analysis, and topic modeling were employed to discern pivotal themes within mobile banking applications. Further, statistical analyses rooted in co-occurrence words were conducted. Findings: The study scrutinized 5,720 online reviews, highlighting the pivotal role of online feedback in influencing consumer behavior, from product choices to app installations. The overall average rating was 3.76 out of 5, indicating a moderate level of user satisfaction. Reviews often raised concerns, with terms such as 'bug,' 'slow,' 'issue,' and 'problem' being prevalent. Conversely, reviews with a positive tone frequently included words like 'transfer,' 'previous,' 'number,' 'easy,' 'friendly,' 'user,' and 'feature,' suggesting greater user satisfaction. Through statistical analysis, ten distinct factors were identified, encompassing 26 words derived from co-occurrence patterns. Research limitations/implications: The study is geographically centered on Indonesia, potentially limiting its applicability to other regions. Relying on user reviews may not encompass the entirety of user experiences, given the potential bias towards extreme sentiments. The findings highlight the importance of technological advancements and user feedback in mobile banking's future, urging stakeholders to address areas of concern identified by users to enhance satisfaction and engagement. Originality/value: By harnessing a multi-dimensional analytical paradigm, encompassing term frequency, co-occurrence analysis, Latent Dirichlet Allocation (LDA), Exploratory Factor Analysis, and regression analysis, this study crafts a holistic blueprint for enhancing digital banking experiences, offering invaluable insights for stakeholders in the mobile banking domain.

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Section: B Statistical Analysissupporting

confidence: 90%

User Experience of Mobile Banking Application in Indonesia: New Technology of Banking

et al. 2024

Glob Bus Financ Rev

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“…Essentially, satisfaction refers to the enjoyment vacationers seek from the goods, services, and locations they visit. In light of that, tourism satisfaction is likely to be influenced by a variety of factors, such as service quality and customer satisfaction [21] . As a result, pleased visitors are expected to return and recommend the place to others, while unsatisfied visitors do not expect to return or make additional purchases, which results in a negative outcome.…”

Section: Customer Satisfactionmentioning

confidence: 99%

Case study of a Templestay and temple visit in Korea using customer generated content to evaluate customer satisfaction

Williady,

Kim

2023

Environ. Soc. Psychol.

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Temple visit and Templestay is a unique cultural experience that allows individuals to take a break from their busy daily lives and immerse themselves in a peaceful and calming environment. Temple visit and stay are often associated with Buddhist practices, but temple stays are not necessarily religious in nature. Through meditation, mindfulness, and other practices, it provides individuals with an opportunity to disconnect from the stresses of modern life. Using big data analysis, this study aims to measure the satisfaction levels of Templestay participants in Korea. Specifically, this study will examine seven temples in Seoul that offer Templestay programs. Through Google Travel’s online review derived from Outscraper. This study utilized R program and UCINET 6.0 in order to refine, process and visualize data in order to examine the attributes that influence customer satisfaction. The top 60 words are divided into four different clusters which are “Unique Experience”, “Facility”, “Value” and “Relaxing”. The following step was the use of SPSS to carry out an exploratory factor analysis and linear regression analysis. The linear regression analysis indicated “relaxing” and “value” variables are positively affecting customer satisfaction.

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“…By comparison, 3798 reviews are from pre-COVID 19 and 5683 reviews are from post-COVID 19. Data were analyzed quantitatively using exploratory factor analysis and regression analysis using SPSS 27 to determine the data for this study [5,33] . The research process is shown in Figure 1.…”

Section: Data Collectionmentioning

confidence: 99%

“…On the other hand, the dependent variable in this study was customer satisfaction. This was derived from ratings found in online reviews, which provide a direct insight into customers' experiences during their stay at the hotel [5,8] . Online reviews serve as a rich source of user-generated content, often offering detailed perspectives on various aspects of the customer experience.…”

Section: Variables and Measurementmentioning

confidence: 99%

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Exploring user generated content for beach resorts in Cox’s Bazar, Bangladesh: A pre- and post-pandemic analysis

Noor,

Handani,

Kim

2023

Environ Soc Psychol

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The tourism industry plays a significant role in the economy of Bangladesh, particularly in the world-renowned coastal town of Cox’s Bazar. However, the COVID-19 pandemic has significantly disrupted this sector, leading to substantial economic losses and shifts in customer satisfaction and behavior. This study aims to analyze the change in customer satisfaction in Cox’s Bazar hotels and resorts before and after the pandemic. In order to identify user-generated content from 9481 reviews from 11 hotels, Linguistic Inquiry and Word Count (LIWC-22) software was used for text analysis, followed by factor analysis and regression analysis. The study highlights the increased importance of “Financial Stability” post-pandemic, likely due to price reductions and special offers. Additionally, “Digital Culture” and “Illness” emerged as new dissatisfaction factors. The insights offer valuable implications for businesses, policymakers, and tourism stakeholders to strategize effective customer service and foster sustainable recovery in the post-pandemic era.

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Unlocking Customer Satisfaction of Halal Restaurant in South Korea through Online Review Analysis

Cited by 4 publications

References 76 publications

User Experience of Mobile Banking Application in Indonesia: New Technology of Banking

User Experience of Mobile Banking Application in Indonesia: New Technology of Banking

Case study of a Templestay and temple visit in Korea using customer generated content to evaluate customer satisfaction

Exploring user generated content for beach resorts in Cox’s Bazar, Bangladesh: A pre- and post-pandemic analysis

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