Restaurant Service Quality in Cebu City from the perspective of international customers: Online Reviews from the Philippines

Abstract

Service quality is a major part of business and this makes it the key to correctly, properly measure and research its success. This study analyses the main factors of online reviews left by the foreign restaurant customers in Cebu, Philippines. The ten most popular and 10 unpopular restaurants were chosen based on the ranking on TripAdvisor. I aimed to pinpoint the service quality experiential perceptions of restaurants foreign customers regarding their higher and lower value for money ratings. Leximancer program was used to determine the relationship and co-existence quality of service in the web narratives of 200 TripAdvisor online reviewers. The evaluation showed 8 themes addressed by the description of the restaurant´s perceived quality. These are “staff,” “quality,” “price,” “order,” “worth,” “service,” “restaurant,” and “pizza''. The research provides useful insights into restaurants customers´ general perceived experience according to user-general content and enables the identification of the main themes associated with different satisfaction groups. This study incorporates user-generated content from an online platform TripAdvisor to assess consistency with study findings.

Service quality is a major part of business and this makes it the key to correctly, properly measure and research its success. This study analyses the main factors of online reviews left by the foreign restaurant customers in Cebu, Philippines. The ten most popular and 10 unpopular restaurants were chosen based on the ranking on TripAdvisor. I aimed to pinpoint the service quality experiential perceptions of restaurants foreign customers regarding their higher and lower value for money ratings. Leximancer program was used to determine the relationship and co-existence quality of service in the web narratives of 200 TripAdvisor online reviewers. The evaluation showed 8 themes addressed by the description of the restaurant´s perceived quality. These are “staff,” “quality,” “price,” “order,” “worth,” “service,” “restaurant,” and “pizza''. The research provides useful insights into restaurants customers´ general perceived experience according to user-general content and enables the identification of the main themes associated with different satisfaction groups. This study incorporates user-generated content from an online platform TripAdvisor to assess consistency with study findings.