| dc.description.abstract | Purpose: Guest experience and feedback play a crucial role in ameliorating the quality of
restaurant businesses. Despite their importance in the service sector, there has been little research
on customer satisfaction in the restaurant industry in Norway. This study was conducted to identify
the key attributes of the best restaurant experiences in Norway.
Methods: A total of 714 online reviews of eight Norwegian luxury restaurants on TripAdvisor
were used for data analysis in this study. A mixed methods approach was adopted to identify and
determine the key quality attributes that influence diners’ experiences. Dominant themes for data
analysis were identified and analyzed using Leximancer 5.0.
Results: Nine themes (respectively in descending order of their influence): food, restaurant,
experience, price, table (allocation), recommended, dessert, sea (food), and return were identified
as the most important factors affecting guests’ dining experience. Concepts such as gourmet
cuisine, courteous service, and memorable experience were frequently mentioned by satisfied
guests, whereas pricing, service quality, and a perceived lack of innovation were the major factors
among dissatisfied groups. Gastronomic components such as food, menu, and cuisine were the
main factors affecting men's satisfaction, while evening, experience, and dishes were strongly
associated with women's narratives. Similarly, the geographical origin and travel persona of the
guests were attributable to the difference in their narratives and concepts.
Originality/Value: The findings of this study highlight the overall satisfaction among visitors to
the restaurants studied. The impressions and narratives of the guests are decisive for the overall
success of the business. Therefore, restaurants should acknowledge their differences (in choices)
and strive to achieve a higher level of satisfaction.
Keywords: Meal Experience; Fine Dining; Online Reviews; Content Analysis; Leximancer. | |
