Analyzing the impact of dining experience on customer satisfaction based on text mining:a case study of Haidilao
With the rapid development of information technology,customer experience is increasingly inter-twined with the Internet,and user-generated content becomes critical research data.More than 90,000 re-views of Haidilao were analyzed.Firstly,the structural topic model was used to uncover the topics embedded in the customer dining experience and their respective dimensions.Secondly,the relative importance of these topics was explored by considering the degree of attention and customer satisfaction.Finally,textual sentiment analysis was employed to investigate how the dining experience affects customer satisfaction through customer emotions.The results show that the dining experience comprises 12 topics categorized into 7 dimensions:serv-ice,price,ingredients,taste,environment,service ceremony,and others.Waiter,dishes,and waiting serv-ice are advantageous topics,while price and time are disadvantageous topics.Price positively affects customer emotion,but negatively impacts customer satisfaction.The environment negatively affects customer emotion,but positively influences customer satisfaction.These findings provide targeted references for restaurant compa-nies in designing products and services.
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