Çevrimiçi Müşteri Yorumları: Tripadvisor da Çorum Restoranları Üzerine İnceleme

Abstract

Studies such as following up the comments and evaluations of the eating and drinking experiences offered to customers through social networks and shaping the services according to the feedbacks are getting more and more important. The aim of this study is to reveal the online evaluations of the customers about the restaurants operating in the province of Corum and to contribute to the product, service and business development of the enterprises and to provide customer satisfaction. The research study is within the scope of qualitative research and has been done by using content analysis method. The research universe is composed of the comments and evaluations made about the Corum restaurants registered on the Tripadvisor website. After examinations, businesses that were not scored by customers in terms of food, service, value or atmosphere were excluded. According to study; 68% of the customers were satisfied with their eating and drinking experiences in Corum restaurants, while the rest evaluated their experiences as mediocre and negative. In customer comments; the positive emphasis is more in the evaluations about the meals. However, in the comments made in terms of service and value, it was observed that the positive and negative emphasis were close to each other. These results reveal that restaurant operators should be more attentive and take customer expectations into account in their service, attitude and approach to their customers.