Online Food Delivery Sentiment Analysis from the Restaurant Point of View

Abstract

Online food ordering has brought about a significant transformation in the food delivery landscape of Malaysia, facilitated through digital platforms such as websites and apps. This innovation has streamlined operations for restaurants, delivery personnel, and customers alike. While much research has focused on studying customer behavior, there remains a noticeable gap in understanding the perspectives of restaurants as they embrace these digital platforms to market their food offerings. This study seeks to bridge this gap by employing sentiment analysis. Through the analysis of 149 comments posted on social media groups frequented by restaurants utilizing online food platforms (referred to as vendors) in 2022, this research aims to comprehend the challenges faced by restaurants in this context. The sentiment analysis reveals the existence of seven primary categories of challenges. These encompass concerns related to regulatory policies, issues involving delivery personnel, challenges about the functioning of the online systems, difficulties arising from device usage, and matters concerning customer interactions. By delving into these categories, this research sheds light on the intricate array of challenges that restaurants encounter when participating as vendors on online food platforms. This comprehensive understanding contributes to a holistic comprehension of the hurdles faced by restaurants in adapting to this evolving landscape.