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dc.contributor.advisorArasli, Huseyin.
dc.contributor.authorDela Cerna, Sherra Ann Bocado.
dc.date.accessioned2021-09-03T16:31:20Z
dc.date.available2021-09-03T16:31:20Z
dc.date.issued2021
dc.identifierno.uis:inspera:80420649:20377304
dc.identifier.urihttps://hdl.handle.net/11250/2773291
dc.descriptionFull text not available
dc.description.abstractService 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.
dc.description.abstractService 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.
dc.languageeng
dc.publisheruis
dc.titleRestaurant Service Quality in Cebu City from the perspective of international customers: Online Reviews from the Philippines
dc.typeBachelor thesis


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  • Studentoppgaver (SV-NHS) [545]
    Master- og bacheloroppgaver i International hotel and tourism leadership / serviceledelse

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