Bitlis’te Faaliyet Gösteren Restoranlara Yapılan Çevrimiçi Yorumların Değerlendirilmesi
Özet
Bu çalışmanın amacı Bitlis şehir merkezindeki restoranlara yönelik yapılan çevrimiçi yorumların değerlendirilmesidir. Bu amaç kapsamında Bitlis il merkezinde faaliyet gösteren ve Google Maps’te kullanıcılar tarafından hakkında yorum yapılmış 15 restoran çalışmaya dâhil edilmiştir. Araştırma kapsamındaki yorumlar Ağustos 2023 ile Ağustos 2024 arasında yapılmış olanlardır. Çalışmada Bitlis il merkezinde bulunan restoranlara ilişkin Google Maps uygulamasında yer alan yorumlar içerik analizi yöntemiyle değerlendirilmiştir. Araştırmada müşterilerin sıklıkla yorum yazdığı konulara göre 4 ana tema ve 15 alt tema belirlenmiştir. Ana temalar yemek, servis/çalışan, restoran ortamı ve fiyat bileşenleri ile ilgili yorumlar olarak sınıflandırılmıştır. Yorumlardan elde edilen bulgulara göre restoranlar için öneriler sunulmuştur.
Referanslar
Gupta S, Chahat Chopra. Impact Of Social Media On Consumer Behaviour [Internet]. Unpublished; 2020 [a.yer 24 Ağustos 2024]. Erişim adresi: http://rgdoi.net/10.13140/RG.2.2.26927.15527
Liu Y, Hu H fen. Online review helpfulness: the moderating effects of review comprehensiveness. Int J Contemp Hosp Manag. 15 Mart 2021;33(2):534-56.
Pooja K, Upadhyaya P. What makes an online review credible? A systematic review of the literature and future research directions. Manag Rev Q. Haziran 2024;74(2):627-59.
Hu N, Zhang T, Gao B, Bose I. What do hotel customers complain about? Text analysis using structural topic model. Tour Manag. Haziran 2019;72:417-26.
Handani ND, Kim HS. Unlocking Customer Satisfaction of Halal Restaurant in South Korea through Online Review Analysis. Environ Soc Psychol [Internet]. 31 Mart 2023 [a.yer 24 Ağustos 2024];7(2). Erişim adresi: https://esp.as-pub.com/index.php/esp/article/view/1501
Li H, Zhang Z, Meng F, Zhang Z. “When you write review” matters: The interactive effect of prior online reviews and review temporal distance on consumers’ restaurant evaluation. Int J Contemp Hosp Manag. 18 Mart 2019;31(3):1273-91.
Wang Y, Wang J, Yao T. What makes a helpful online review? A meta-analysis of review characteristics. Electron Commer Res. Haziran 2019;19(2):257-84.
Chakraborty U, Bhat S. Credibility of online reviews and its impact on brand image. Manag Res Rev. 15 Ocak 2018;41(1):148-64.
Vo NT, Hung VV, Tuckova Z, Pham NT, Nguyen LHL. Guest Online Review: An Extraordinary Focus on Hotel Users’ Satisfaction, Engagement, and Loyalty. J Qual Assur Hosp Tour. 04 Temmuz 2022;23(4):913-44.
Weyerer JC. Online Review Credibility. 2019;20(1).
Ahani A, Nilashi M, Yadegaridehkordi E, Sanzogni L, Tarik AR, Knox K, vd. Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels. J Retail Consum Serv. Kasım 2019;51:331-43.
Zhang J, Zheng W, Wang S. The study of the effect of online review on purchase behavior: Comparing the two research methods. Int J Crowd Sci. 03 Şubat 2020;4(1):73-86.
Gentzel P, Wimmer J. Restricted but satisfied: Google Maps and agency in the mundane life. Converg Int J Res New Media Technol. Haziran 2024;30(3):1041-57.
Phuangsuwan P, Siripipatthanakul S, Limna P, Pariwongkhuntorn N. The impact of Google Maps application on the digital economy. Corp Bus Strategy Rev. 2024;5(1):192-203.
Duka M, Sikora M, Strzelecki A. From Web Catalogs to Google: A Retrospective Study of Web Search Engines Sustainable Development. Sustainability [İnternet]. 2023;15(8). Erişim adresi: https://www.mdpi.com/2071-1050/15/8/6768
Ateş A, Kurt A, Sunar H. Bibliometric Analysis of Studies on Google Maps. Selçuk Tur Ve Bilişim Araştırmaları Derg. Haziran 2024;(5):36-50.
Wu M, Lv G, Qiao L, Roth RE, Zhu AX. Green Cartography: A research agenda towards sustainable development. Ann GIS. 02 Ocak 2024;30(1):15-34.
Wang Y, Kim J. Interconnectedness between online review valence, brand, and restaurant performance. J Hosp Tour Manag. 2021;48:138-45.
Yalcinkaya B, Just DR. Comparison of Customer Reviews for Local and Chain Restaurants: Multilevel Approach to Google Reviews Data. Cornell Hosp Q. 2023;64(1):63-73.
Park S, Nicolau JL. Asymmetric effects of online consumer reviews. Ann Tour Res. 2015;50:67-83.
Ban HJ, Choi H, Choi EK, Lee S, Kim HS. Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data. Sustainability. 21 Kasım 2019;11(23):6570.
Barbosa JWDQ, Dias MCC, Ferreira LVF. Affinity in Adversity: Examining Brand Love and Online Customer Engagement in the Restaurant Industry. Tour Manag Stud. 03 Eylül 2024;20(4):47-62.
Thakur R. Customer engagement and online reviews. J Retail Consum Serv. 2018;41:48-59.
Majumder MG, Gupta SD, Paul J. Perceived usefulness of online customer reviews: A review mining approach using machine learning & exploratory data analysis. J Bus Res. 2022;150:147-64.
Chen T, Samaranayake P, Cen X, Qi M, Lan YC. The Impact of Online Reviews on Consumers’ Purchasing Decisions: Evidence From an Eye-Tracking Study. Front Psychol. 08 Haziran 2022;13:865702.
Kilinç U. Çevrim İçi Restoran Deneyimi Yorumlarının Karma Yöntem İle Analizi: Burdur Restoranları Örneği. Tur Akad Derg. Haziran 2020;7(1):65-82.
Tian G, Lu L, McIntosh C. What factors affect consumers’ dining sentiments and their ratings: Evidence from restaurant online review data. Food Qual Prefer. 2021;88:104060.
Ho YC (Chad), Wu J, Tan Y. Disconfirmation Effect on Online Rating Behavior: A Structural Model. Inf Syst Res. Eylül 2017;28(3):626-42.
Mingguang Wu RER Guonian Lv, Lige Qiao, Zhu AX. Green Cartography: A research agenda towards sustainable development. Ann GIS. 2024;30(1):15-34.
Jha PB, Nepal B, Mishra AK, Dangi N, Bhandari P. Enhancing Event Exploration and Engagement: A Social Events Networking Platform Leveraging Cosine Similarity Recommendations and Google Maps Integration. J Product Discourse [Internet]. 11 Mayıs 2024 [a.yer 01 Eylül 2024];2(1). Erişim adresi: https://www.nepjol.info/index.php/ProD/article/view/65728
Li H, Xie KL, Zhang Z. The effects of consumer experience and disconfirmation on the timing of online review: Field evidence from the restaurant business. Int J Hosp Manag. 2020;84:102344.
Rodríguez-López ME, Alcántara-Pilar JM, Department of Marketing and Market Research, University of Granada, Spain, Del Barrio-García S. Individual cultural values as determinants of the attitudinal process in the restaurant: a different perspective for understanding brand equity formation. Tour Manag Stud. 31 Ocak 2023;19(1):49-57.
Jeong E, Jang S (Shawn). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. Int J Hosp Manag. 2011;30:356-66.
İnce Karaçeper E. İstanbul da Faaliyet Gösteren Müze Restoran ve Kafelere Yönelik Çevrimiçi Ziyaretçi Yorumlarının İncelenmesi (Analyzing Online Visitor Reviews for Museum Restaurants and Cafés in İstanbul). J Bus Res - Turk. 04 Temmuz 2024;16.
Çuhadar Y. Eskişehir’de Faaliyet Gösteren Çibörek Restoranlarına Yönelik Çevrimiçi Tüketici Şikayetlerinin İncelenmesi. Adıyaman Üniversitesi Sos Bilim Enstitüsü Derg. 30 Nisan 2024;(46):640-78.
Koç P, Şahin NN. Restoranlara Yönelik Çevrimiçi Yorumların Analizi: Google Haritalar Örneği. Int J Contemp Tour Res. 2023;7(2):66-79.
Doğan S, Demi̇rtaş S. Trıpadvısor.Com’da Yer Alan Restoranlara Yönelik Yabancı Yorumların İçerik Analizi İle Değerlendirmesi: Hatay İli Üzerine Bir Araştırma. 2021;5(2).
Kandemi̇R Altunel G, Çi̇Fçi̇ İ. Fine-dining Restoranlarda Müşteri Memnuniyetini Etkileyen Unsurların Belirlenmesi: Netnografik Bir Araştırma. Afyon Kocatepe Üniversitesi Sos Bilim Derg. 29 Aralık 2021;23(4):1523-37.
Mathayomchan B, Taecharungroj V. “How was your meal?” Examining customer experience using Google maps reviews. Int J Hosp Manag. 2020;90:102641.
Yaşar Z. Kastamonu’da Yöresel Yiyecek İçecek Hizmeti Sunan Restoranlara İlişkin Tüketici Şikayetlerinin Değerlendirilmesi: Tripadvisor Örneği. Saktad. 2019;2(2):241-50.
Bayram M. Tüketicilerin İstanbul Restoranlarına Yönelik Algıları: Memnuniyetlerini Etkileyen Unsurların Değerlendirilmesi (Consumers Perceptions of İstanbul Restaurants: Evaluation of Satisfaction Determinants). J Tour Gastron Stud. 30 Aralık 2017;5(4):142-54.
Peterson MP. International Perspectives on Maps and the Internet: An Introduction. Içinde: Peterson MP, editör. International Perspectives on Maps and the Internet [Internet]. Berlin, Heidelberg: Springer Berlin Heidelberg; 2008 [a.yer 01 Eylül 2024]. s. 3-10. (Lecture Notes in Geoinformation and Cartography). Erişim adresi: http://link.springer.com/10.1007/978-3-540-72029-4_1
Noone R. Location Awareness in the Age of Google Maps [İnternet]. Taylor & Francis; 2024. Erişim adresi: https://books.google.ca/books?id=ImUNEQAAQBAJ
Hamim OF, Kancharla SR, Ukkusuri SV. Mapping sidewalks on a neighborhood scale from street view images. Environ Plan B Urban Anal City Sci. 2024;51(4):823-38.
Brantner C. New Visualities of Space and Place: Mapping Theories, Concepts and Methodology of Visual Communication Research on Locative Media and Geomedia. Westminst Pap Commun Cult. 31 Ekim 2018;13(2):14-30.
Bhandari A, Noone R. Support local: Google Maps’ local guides platform, spatial power and constructions of “the local”. Commun Cult Crit. Mayıs 2023;16(3):198-207.
Polančič G, Kous K. Challenges With Business Process Models: What Can We Learn From “Google Maps”? Içinde: Ponnusamy S, Assaf M, Antari J, Singh S, Kalyanaraman S, editörler. Advances in Business Information Systems and Analytics [Internet]. IGI Global; 2024 [a.yer 07 Eylül 2024]. s. 83-98. Erişim adresi: https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/979-8-3693-1818-8.ch007
Siahaan G, Ginting LG. Strategy to Increase Sales of Micro, Small and Medium Enterprises in the Simpang Limun Area by Registering Business Locations on Google Maps. 2024;7.
Pratiwi NI, Putri AA, Sutrisni KE, Indra W. Training for MSME in Riang Gede Village, Tabanan, Bali in Developing Business Places Through Registration on Google Maps.
Büyüköztürk Ş. Bilimsel araştırma yöntemleri. 23. baskı. Ankara: Pegem Akademi; 2017.
BrightLocal. Comparison of Local Review Sites: Which Platform Is Growing the Fastest?. [Online] https://www.brightlocal.com/research/comparison-oflocal-review-sites/. [Erişim tarihi: 07 Eylül 2024]
Jia S (Sixue). Behind the ratings: Text mining of restaurant customers’ online reviews. Int J Mark Res. 2018;60(6):561-72.
Mehraliyev F, Kirilenko AP, Choi Y. From measurement scale to sentiment scale: Examining the effect of sensory experiences on online review rating behavior. Tour Manag. 2020;79:104096.
Yu C, Margolin D. Food “taste” on Yelp: displays of cultural omnivorousness and authenticity in dining choices and online reviews. Food Cult Soc. 2023;26(1):3-23.
Referanslar
Gupta S, Chahat Chopra. Impact Of Social Media On Consumer Behaviour [Internet]. Unpublished; 2020 [a.yer 24 Ağustos 2024]. Erişim adresi: http://rgdoi.net/10.13140/RG.2.2.26927.15527
Liu Y, Hu H fen. Online review helpfulness: the moderating effects of review comprehensiveness. Int J Contemp Hosp Manag. 15 Mart 2021;33(2):534-56.
Pooja K, Upadhyaya P. What makes an online review credible? A systematic review of the literature and future research directions. Manag Rev Q. Haziran 2024;74(2):627-59.
Hu N, Zhang T, Gao B, Bose I. What do hotel customers complain about? Text analysis using structural topic model. Tour Manag. Haziran 2019;72:417-26.
Handani ND, Kim HS. Unlocking Customer Satisfaction of Halal Restaurant in South Korea through Online Review Analysis. Environ Soc Psychol [Internet]. 31 Mart 2023 [a.yer 24 Ağustos 2024];7(2). Erişim adresi: https://esp.as-pub.com/index.php/esp/article/view/1501
Li H, Zhang Z, Meng F, Zhang Z. “When you write review” matters: The interactive effect of prior online reviews and review temporal distance on consumers’ restaurant evaluation. Int J Contemp Hosp Manag. 18 Mart 2019;31(3):1273-91.
Wang Y, Wang J, Yao T. What makes a helpful online review? A meta-analysis of review characteristics. Electron Commer Res. Haziran 2019;19(2):257-84.
Chakraborty U, Bhat S. Credibility of online reviews and its impact on brand image. Manag Res Rev. 15 Ocak 2018;41(1):148-64.
Vo NT, Hung VV, Tuckova Z, Pham NT, Nguyen LHL. Guest Online Review: An Extraordinary Focus on Hotel Users’ Satisfaction, Engagement, and Loyalty. J Qual Assur Hosp Tour. 04 Temmuz 2022;23(4):913-44.
Weyerer JC. Online Review Credibility. 2019;20(1).
Ahani A, Nilashi M, Yadegaridehkordi E, Sanzogni L, Tarik AR, Knox K, vd. Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels. J Retail Consum Serv. Kasım 2019;51:331-43.
Zhang J, Zheng W, Wang S. The study of the effect of online review on purchase behavior: Comparing the two research methods. Int J Crowd Sci. 03 Şubat 2020;4(1):73-86.
Gentzel P, Wimmer J. Restricted but satisfied: Google Maps and agency in the mundane life. Converg Int J Res New Media Technol. Haziran 2024;30(3):1041-57.
Phuangsuwan P, Siripipatthanakul S, Limna P, Pariwongkhuntorn N. The impact of Google Maps application on the digital economy. Corp Bus Strategy Rev. 2024;5(1):192-203.
Duka M, Sikora M, Strzelecki A. From Web Catalogs to Google: A Retrospective Study of Web Search Engines Sustainable Development. Sustainability [İnternet]. 2023;15(8). Erişim adresi: https://www.mdpi.com/2071-1050/15/8/6768
Ateş A, Kurt A, Sunar H. Bibliometric Analysis of Studies on Google Maps. Selçuk Tur Ve Bilişim Araştırmaları Derg. Haziran 2024;(5):36-50.
Wu M, Lv G, Qiao L, Roth RE, Zhu AX. Green Cartography: A research agenda towards sustainable development. Ann GIS. 02 Ocak 2024;30(1):15-34.
Wang Y, Kim J. Interconnectedness between online review valence, brand, and restaurant performance. J Hosp Tour Manag. 2021;48:138-45.
Yalcinkaya B, Just DR. Comparison of Customer Reviews for Local and Chain Restaurants: Multilevel Approach to Google Reviews Data. Cornell Hosp Q. 2023;64(1):63-73.
Park S, Nicolau JL. Asymmetric effects of online consumer reviews. Ann Tour Res. 2015;50:67-83.
Ban HJ, Choi H, Choi EK, Lee S, Kim HS. Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data. Sustainability. 21 Kasım 2019;11(23):6570.
Barbosa JWDQ, Dias MCC, Ferreira LVF. Affinity in Adversity: Examining Brand Love and Online Customer Engagement in the Restaurant Industry. Tour Manag Stud. 03 Eylül 2024;20(4):47-62.
Thakur R. Customer engagement and online reviews. J Retail Consum Serv. 2018;41:48-59.
Majumder MG, Gupta SD, Paul J. Perceived usefulness of online customer reviews: A review mining approach using machine learning & exploratory data analysis. J Bus Res. 2022;150:147-64.
Chen T, Samaranayake P, Cen X, Qi M, Lan YC. The Impact of Online Reviews on Consumers’ Purchasing Decisions: Evidence From an Eye-Tracking Study. Front Psychol. 08 Haziran 2022;13:865702.
Kilinç U. Çevrim İçi Restoran Deneyimi Yorumlarının Karma Yöntem İle Analizi: Burdur Restoranları Örneği. Tur Akad Derg. Haziran 2020;7(1):65-82.
Tian G, Lu L, McIntosh C. What factors affect consumers’ dining sentiments and their ratings: Evidence from restaurant online review data. Food Qual Prefer. 2021;88:104060.
Ho YC (Chad), Wu J, Tan Y. Disconfirmation Effect on Online Rating Behavior: A Structural Model. Inf Syst Res. Eylül 2017;28(3):626-42.
Mingguang Wu RER Guonian Lv, Lige Qiao, Zhu AX. Green Cartography: A research agenda towards sustainable development. Ann GIS. 2024;30(1):15-34.
Jha PB, Nepal B, Mishra AK, Dangi N, Bhandari P. Enhancing Event Exploration and Engagement: A Social Events Networking Platform Leveraging Cosine Similarity Recommendations and Google Maps Integration. J Product Discourse [Internet]. 11 Mayıs 2024 [a.yer 01 Eylül 2024];2(1). Erişim adresi: https://www.nepjol.info/index.php/ProD/article/view/65728
Li H, Xie KL, Zhang Z. The effects of consumer experience and disconfirmation on the timing of online review: Field evidence from the restaurant business. Int J Hosp Manag. 2020;84:102344.
Rodríguez-López ME, Alcántara-Pilar JM, Department of Marketing and Market Research, University of Granada, Spain, Del Barrio-García S. Individual cultural values as determinants of the attitudinal process in the restaurant: a different perspective for understanding brand equity formation. Tour Manag Stud. 31 Ocak 2023;19(1):49-57.
Jeong E, Jang S (Shawn). Restaurant experiences triggering positive electronic word-of-mouth (eWOM) motivations. Int J Hosp Manag. 2011;30:356-66.
İnce Karaçeper E. İstanbul da Faaliyet Gösteren Müze Restoran ve Kafelere Yönelik Çevrimiçi Ziyaretçi Yorumlarının İncelenmesi (Analyzing Online Visitor Reviews for Museum Restaurants and Cafés in İstanbul). J Bus Res - Turk. 04 Temmuz 2024;16.
Çuhadar Y. Eskişehir’de Faaliyet Gösteren Çibörek Restoranlarına Yönelik Çevrimiçi Tüketici Şikayetlerinin İncelenmesi. Adıyaman Üniversitesi Sos Bilim Enstitüsü Derg. 30 Nisan 2024;(46):640-78.
Koç P, Şahin NN. Restoranlara Yönelik Çevrimiçi Yorumların Analizi: Google Haritalar Örneği. Int J Contemp Tour Res. 2023;7(2):66-79.
Doğan S, Demi̇rtaş S. Trıpadvısor.Com’da Yer Alan Restoranlara Yönelik Yabancı Yorumların İçerik Analizi İle Değerlendirmesi: Hatay İli Üzerine Bir Araştırma. 2021;5(2).
Kandemi̇R Altunel G, Çi̇Fçi̇ İ. Fine-dining Restoranlarda Müşteri Memnuniyetini Etkileyen Unsurların Belirlenmesi: Netnografik Bir Araştırma. Afyon Kocatepe Üniversitesi Sos Bilim Derg. 29 Aralık 2021;23(4):1523-37.
Mathayomchan B, Taecharungroj V. “How was your meal?” Examining customer experience using Google maps reviews. Int J Hosp Manag. 2020;90:102641.
Yaşar Z. Kastamonu’da Yöresel Yiyecek İçecek Hizmeti Sunan Restoranlara İlişkin Tüketici Şikayetlerinin Değerlendirilmesi: Tripadvisor Örneği. Saktad. 2019;2(2):241-50.
Bayram M. Tüketicilerin İstanbul Restoranlarına Yönelik Algıları: Memnuniyetlerini Etkileyen Unsurların Değerlendirilmesi (Consumers Perceptions of İstanbul Restaurants: Evaluation of Satisfaction Determinants). J Tour Gastron Stud. 30 Aralık 2017;5(4):142-54.
Peterson MP. International Perspectives on Maps and the Internet: An Introduction. Içinde: Peterson MP, editör. International Perspectives on Maps and the Internet [Internet]. Berlin, Heidelberg: Springer Berlin Heidelberg; 2008 [a.yer 01 Eylül 2024]. s. 3-10. (Lecture Notes in Geoinformation and Cartography). Erişim adresi: http://link.springer.com/10.1007/978-3-540-72029-4_1
Noone R. Location Awareness in the Age of Google Maps [İnternet]. Taylor & Francis; 2024. Erişim adresi: https://books.google.ca/books?id=ImUNEQAAQBAJ
Hamim OF, Kancharla SR, Ukkusuri SV. Mapping sidewalks on a neighborhood scale from street view images. Environ Plan B Urban Anal City Sci. 2024;51(4):823-38.
Brantner C. New Visualities of Space and Place: Mapping Theories, Concepts and Methodology of Visual Communication Research on Locative Media and Geomedia. Westminst Pap Commun Cult. 31 Ekim 2018;13(2):14-30.
Bhandari A, Noone R. Support local: Google Maps’ local guides platform, spatial power and constructions of “the local”. Commun Cult Crit. Mayıs 2023;16(3):198-207.
Polančič G, Kous K. Challenges With Business Process Models: What Can We Learn From “Google Maps”? Içinde: Ponnusamy S, Assaf M, Antari J, Singh S, Kalyanaraman S, editörler. Advances in Business Information Systems and Analytics [Internet]. IGI Global; 2024 [a.yer 07 Eylül 2024]. s. 83-98. Erişim adresi: https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/979-8-3693-1818-8.ch007
Siahaan G, Ginting LG. Strategy to Increase Sales of Micro, Small and Medium Enterprises in the Simpang Limun Area by Registering Business Locations on Google Maps. 2024;7.
Pratiwi NI, Putri AA, Sutrisni KE, Indra W. Training for MSME in Riang Gede Village, Tabanan, Bali in Developing Business Places Through Registration on Google Maps.
Büyüköztürk Ş. Bilimsel araştırma yöntemleri. 23. baskı. Ankara: Pegem Akademi; 2017.
BrightLocal. Comparison of Local Review Sites: Which Platform Is Growing the Fastest?. [Online] https://www.brightlocal.com/research/comparison-oflocal-review-sites/. [Erişim tarihi: 07 Eylül 2024]
Jia S (Sixue). Behind the ratings: Text mining of restaurant customers’ online reviews. Int J Mark Res. 2018;60(6):561-72.
Mehraliyev F, Kirilenko AP, Choi Y. From measurement scale to sentiment scale: Examining the effect of sensory experiences on online review rating behavior. Tour Manag. 2020;79:104096.
Yu C, Margolin D. Food “taste” on Yelp: displays of cultural omnivorousness and authenticity in dining choices and online reviews. Food Cult Soc. 2023;26(1):3-23.
