The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews

Although green practice is increasingly adopted in the restaurant industry, there is still little research in terms of investigating the impacts of green practice on customer satisfaction. This study utilized user-generated content by green restaurant customers to identify various aspects of green r...

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Bibliographic Details
Published in:Sustainability 2020-04, Vol.12 (7), p.2843
Main Authors: Park, Eunhye (Olivia), Chae, Bongsug (Kevin), Kwon, Junehee, Kim, Woo-Hyuk
Format: Article
Language:English
Subjects:
Attitudes
Big Data
Customer satisfaction
Customer services
Data mining
Employees
Food
Influence
Machine learning
Perceptions
Quality of service
Researchers
Restaurants
Social networks
User generated content
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Summary:Although green practice is increasingly adopted in the restaurant industry, there is still little research in terms of investigating the impacts of green practice on customer satisfaction. This study utilized user-generated content by green restaurant customers to identify various aspects of green restaurants, including perceived green restaurant practices. Our data are based on U.S. green-certified restaurants available on Yelp. Structural topic modeling was used to discover latent restaurant attributes from user-generated content. With a longitudinal approach, the changes in customers’ interest in green practices were estimated. Finally, the common restaurant attributes and green attributes were used to predict customer satisfaction. This study will contribute to marketing strategies for the restaurant industry.
ISSN:2071-1050
2071-1050
DOI:10.3390/su12072843