Assessing Service Quality and Customer Satisfaction Using online Reviews
Oct 26, 2021
DOI:
Published in: The 17 Scientific Annual International Conference for Business
Publisher: ZUJ
Prevailing communication technologies nowadays allow for consumers ex-changing and sharing views over many products and services and the prevalence of the online media furtherly accelerated e-WOM influence. E-MOW is considered valuable for customers, both existing and potential, to extract in-depth information about marketing offers in an objectively reduced effort or cost. Online reviews project major influence on consumer decisions; correspondingly customers lacking previous experience with a particular food business operator is more likely to seek external information sources. From the business perspective, customers’ reviews give insight around key performance flaws and reviews’ analysis can enhance a business ability to serve customers and build a desired positioning based on the positive feedbacks. The current study is focused on take away food businesses in the UK through analyzing food delivery reviews posted by customers using clustering techniques and data mining in order to define key service performance aspects which lead to customer satisfaction/dissatisfaction. The finding indicate food quality and delivery services are among the key factors leading to customer satisfaction/dissatisfaction