PDF(Pubmed)
Abstract：
The tourism and hospitality industry, particularly the restaurant business, has been greatly affected by the COVID-19 pandemic. To comprehend customer behavior and preferences during this unprecedented time, it is crucial to analyze online restaurant customer reviews. Thus, this study utilized the valence aware dictionary for sentiment reasoning (VADER) model to examine TripAdvisor reviews of restaurants in Pattaya City, Chon Buri, Thailand, covering the period 2017-2022, which encompasses both pre-pandemic and pandemic years. The findings reveal a significant decrease in the number of reviews and a notable increase in negative sentiments during the COVID-19 pandemic compared to normal circumstances. We noticed two concern areas, i.e., service and staff, and food and taste, that should be addressed urgently. The findings of this study offer valuable insights into customer behavior and requirements, thereby empowering restaurant businesses to enhance service quality, satisfy customer requirements, and strategically plan for a post-COVID-19 future.
摘要：
旅游业和酒店业，尤其是餐馆，受到COVID-19大流行的极大影响。为了在这个前所未有的时期理解客户的行为和偏好，分析在线餐厅客户评论至关重要。因此，本研究利用情绪推理效价感知词典(VADER)模型来检查TripAdvisor对芭堤雅市餐馆的评论，ChonBuri,泰国,涵盖2017-2022年期间，包括大流行前和大流行年。研究结果表明，与正常情况相比，COVID-19大流行期间的评论数量显着减少，负面情绪显着增加。我们注意到两个关注领域，即，服务和工作人员，食物和味道，应该紧急解决。这项研究的结果提供了对客户行为和需求的宝贵见解，从而使餐饮企业能够提高服务质量，满足客户要求,并战略性地规划后COVID-19的未来。
