The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews
Abstract
:1. Introduction
2. Literature Review
2.1. Structural Topic Modeling (STM)
2.2. Green Restaurant Attributes and Customer Perceptions
2.3. Factors Influencing Customer Perception of Green Practices
2.4. Development of Hypotheses
2.4.1. Type of Green Practices
2.4.2. Relationship between Green Attributes and Customer Attitudes
3. Materials and Methods
3.1. Samples
3.2. Structural Topic Model and Model Validation
3.3. Statistical Analysis
4. Results
4.1. Topic Modeling
4.2. Customers’ Green Perceptions that Appeared in UGC (H1)
4.3. Impacts of Green Perceptions on Customer Attitudes (H2 and H3)
5. Discussions and Implications
5.1. Theoretical Implications
5.2. Practical Implications
6. Limitations and Future Research
7. Conclusions
Author Contributions
Funding
Conflicts of Interest
Appendix A
Type of Topic | Number of Reviews (%) | Topic Label | Top Words | |||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
T1. Common QA | 875 | (1.0%) | Bad food (steak or meat) | PROB | serv | restaur | cook | cold | wife | disappoint | overcook | piec | one | plate |
FREX | overcook | michael | bellagio | undercook | knife | temperatur | jordan | ine | tough | microwav | ||||
T2. Restaurant/menu description | 877 | (1.0%) | Buffet/brunch | PROB | brunch | found | farmer | sunday | locat | buffet | bloodi | mari | dinner | beignet |
FREX | buffet | farmer | bloodi | sunday | found | fisher | brunch | baker | mimosa | beignet | ||||
T3. Common QA | 6028 | (7.0%) | Good food | PROB | good | great | realli | food | nice | place | pretti | littl | lunch | friend |
FREX | good | nice | pretti | realli | great | atmosph | pricey | lunch | portion | tasti | ||||
T4. Restaurant/menu description | 3245 | (3.8%) | Fried/grilled foods | PROB | chicken | fri | lobster | green | waffl | order | sauc | chip | shrimp | tomato |
FREX | chicken | pot | chowder | fri | cornbread | bbq | lobster | devil | soda | southern | ||||
T5. Common QA | 1408 | (1.6%) | Overpriced menus | PROB | option | food | price | place | like | lot | qualiti | mani | restaur | american |
FREX | option | american | fare | non | chine | sum | upscal | hip | typic | term | ||||
T6. Restaurant/menu description | 674 | (0.8%) | Burger | PROB | best | ever | ive | burger | one | eaten | far | life | hand | meal |
FREX | burger | ever | best | hamburg | eaten | life | ive | ring | ketchup | crow | ||||
T7. Restaurant/menu description | 1462 | (1.6%) | Bar | PROB | bar | night | drink | hour | happi | friend | bartend | fun | sit | dinner |
FREX | bar | bartend | night | late | friday | drink | fun | monday | happi | hour | ||||
T8. Customer attitude | 674 | (0.8%) | Positive experience | PROB | time | alway | get | make | favorit | ive | never | one | everi | place |
FREX | alway | usual | favorit | time | everi | often | sometim | never | youll | town | ||||
T9. Common QA | 3592 | (4.1%) | Bad food and slow service | PROB | food | servic | star | place | give | time | get | bad | dont | like |
FREX | slow | loud | terribl | star | rate | hear | annoy | money | horribl | noi | ||||
T10. Customer attitude | 1888 | (2.2%) | Mediocre experience | PROB | expect | special | better | noth | wasnt | price | much | disappoint | okay | think |
FREX | noth | okay | expect | special | averag | hype | wasnt | better | fine | wouldn’t | ||||
T11. Restaurant/menu description | 852 | (1.0%) | Sushi/seafood restaurant | PROB | fish | roll | sushi | kid | seafood | tuna | sustain | salmon | sea | ahi |
FREX | sushi | bamboo | ahi | tuna | kid | sustain | toro | sashimi | fish | roll | ||||
T12. Restaurant/menu description | 1967 | (2.3%) | Buffet/Brunch | PROB | dessert | chocol | cream | flavor | ice | sweet | cake | perfect | rich | lemon |
FREX | tart | caramel | cream | vanilla | mouss | hazelnut | ice | lemon | mochi | chocol | ||||
T13. Green QA | 1172 | (1.4%) | Local/healthy ingredients | PROB | fresh | ingredi | local | juic | organ | healthi | green | bowl | place | tri |
FREX | juic | organ | healthi | ingredi | fresh | smoothi | acai | local | ruggl | grown | ||||
T14. Restaurant/menu description | 704 | (0.8%) | Gluten-free menu | PROB | date | free | bacon | stuf | wrap | gluten | chicago | avec | commun | chorizo |
FREX | avec | gluten | date | shoulder | free | allergi | focaccia | commun | stuf | wrap | ||||
T15. Restaurant/menu description | 2458 | (2.9%) | Pizza | PROB | pizza | oliv | oil | mozzarella | mozza | slice | crust | gelato | pasta | salad |
FREX | otto | mozza | pizzeria | mozzarella | pizza | margherita | osteria | gelato | oil | oliv | ||||
T16. Common QA | 1686 | (2.0%) | Physical environment | PROB | coff | park | outsid | tea | street | patio | insid | cafe | area | outdoor |
FREX | patio | shop | tea | outdoor | park | tree | coff | coral | cup | latt | ||||
T17. Green QA | 2237 | (2.6%) | Vegan menu | PROB | salad | vegan | vegetarian | veggi | sandwich | kale | candl | veget | avocado | seitan |
FREX | seitan | candl | vegan | tempeh | veggi | kale | quinoa | hummu | curri | vegetarian | ||||
T18. Restaurant/menu description | 866 | (1.0%) | Cheese and wine | PROB | chee | wine | goat | plate | tomato | grill | mac | honey | salad | glass |
FREX | chee | goat | honey | mac | flight | pinot | casellula | cheddar | eno | arugula | ||||
T19. Common QA | 8953 | (10.5%) | Good food and service | PROB | great | food | servic | recommend | excel | delici | amaz | experi | staff | high |
FREX | excel | fantast | recommend | outstand | wonder | knowledg | attent | staff | great | servic | ||||
T20. Restaurant/menu description | 2426 | (2.8%) | Fine dining restaurant | PROB | cour | chef | meal | experi | dine | dish | tast | restaur | duck | star |
FREX | posto | madison | eleven | emp | amus | bouch | del | cour | michelin | blackbird | ||||
T21. Restaurant/menu description | 1130 | (1.3%) | Wine | PROB | menu | wine | tast | item | list | bottl | restaur | choic | dish | offer |
FREX | menu | item | list | exten | bottl | wine | fix | descript | choic | interest | ||||
T22. Common QA | 3940 | (4.6%) | Bad service (long wait) | PROB | tabl | wait | seat | reserv | minut | arriv | parti | get | peopl | hostess |
FREX | hostess | parti | arriv | minut | reserv | wait | tabl | seat | readi | min | ||||
T23. Restaurant/menu description | 971 | (1.1%) | Italian restaurant in New York | PROB | new | italian | restaur | nyc | citi | york | cozi | small | wine | west |
FREX | west | villag | york | nyc | lartusi | gem | charm | buvett | pisticci | croqu | ||||
T24. Common QA | 1056 | (1.2%) | Restaurant building | PROB | walk | door | wall | like | look | room | right | face | bathroom | old |
FREX | wear | wall | restroom | bathroom | men | troubl | snap | air | paint | fireplac | ||||
T25. Restaurant/menu description | 1449 | (1.7%) | Mexican/Latin American | PROB | tapa | dish | con | sangria | spanish | ham | clam | lamb | boqueria | small |
FREX | boqueria | mono | tapa | patata | sangria | croqueta | casa | spanish | tomat | paella | ||||
T26. Customer attitude | 2025 | (2.4%) | Customer satisfaction | PROB | everyth | amaz | cant | delici | got | tri | eat | thing | order | rememb |
FREX | everyth | yum | rememb | cant | wow | amaz | boyfriend | glad | omg | knew | ||||
T27. Common QA | 1546 | (1.8%) | Interior design | PROB | bit | light | nice | decor | dish | restaur | well | beauti | flavor | quit |
FREX | modern | interior | bright | decor | light | beauti | design | present | ceil | color | ||||
T28. Restaurant/menu description | 1907 | (2.2%) | Beer | PROB | beer | select | brew | tap | craft | wing | tour | like | ale | island |
FREX | breweri | kona | beer | pub | ipa | draft | tap | brew | rooftop | simon | ||||
T29. Common QA | 2337 | (2.7%) | Bad food | PROB | like | tast | soup | bland | salti | sauc | potato | flavor | got | dri |
FREX | pierogi | veselka | bland | ramen | cabbag | noodl | borscht | ukrainian | bun | sour | ||||
T30. Customer attitude | 880 | (1.0%) | Revisit intention | PROB | love | back | come | place | day | husband | first | friend | tri | time |
FREX | love | mom | back | ago | come | soon | husband | ill | dad | mother | ||||
T31. Common QA | 4612 | (5.4%) | Bad service encountered | PROB | order | ask | server | came | waiter | took | back | said | waitress | time |
FREX | ask | bill | waitress | apolog | brought | took | told | waiter | manag | didn | ||||
T32. Restaurant/menu description | 1841 | (2.2%) | Mexican—burrito | PROB | burrito | get | like | boloco | cheap | order | dont | wrap | buck | want |
FREX | boloco | burrito | buck | boston | grendel | colleg | shake | buy | cheap | cash | ||||
T33. Restaurant/menu description | 1003 | (1.2%) | Steak | PROB | steak | meat | rib | cook | side | beef | short | rare | potato | tender |
FREX | rib | steak | bone | medium | rare | ribey | age | prime | filet | short | ||||
T34. Restaurant/menu description | 1362 | (1.6%) | Dessert | PROB | red | pancak | cake | order | velvet | blue | crab | salmon | like | sweet |
FREX | velvet | pancak | larchmont | red | crepe | blue | bungalow | cake | crab | cupcak | ||||
T35. Restaurant/menu description | 3286 | (3.8%) | Mexican | PROB | churro | mexican | torta | hot | chocol | line | salsa | order | xoco | sandwich |
FREX | xoco | bayless | rick | torta | frontera | ahogada | churro | mexican | mole | guacamol | ||||
T36. Others | 2675 | (3.1%) | Clarification of previous reviews | PROB | review | know | say | restaur | custom | read | one | yelp | let | see |
FREX | review | read | owner | yelp | updat | custom | write | establish | post | respon | ||||
T37. Restaurant/menu description | 3429 | (4.0%) | Italian | PROB | pasta | dish | pork | octopu | lamb | tast | ravioli | grill | babbo | order |
FREX | babbo | ragu | rind | octopu | cheek | gnocchi | pasta | liver | publican | tagliatel | ||||
T38. Common QA | 1195 | (1.4%) | Good food | PROB | bread | appet | entr | delici | dessert | start | share | corn | cocktail | roast |
FREX | sprout | brussel | bread | squash | pud | butternut | mussel | risotto | corn | entr | ||||
T39. Restaurant/menu description | 2076 | (2.4%) | Breakfast menu | PROB | egg | breakfast | toast | french | bacon | morn | hash | sausag | order | benedict |
FREX | egg | hash | breakfast | french | toast | scrambl | morn | mapl | poach | syrup | ||||
T40. Customer attitude | 3 | (0.0%) | Overall satisfaction | PROB | like | tri | order | also | one | well | meal | even | get | enjoy |
FREX | enough | like | enjoy | next | right | way | thing | also | tri | though |
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Category | Characteristics | n | % |
---|---|---|---|
Customer review characteristics | Year of customer review | ||
Before 2010 | 15,745 | 18.4 | |
2011–2012 | 19,608 | 22.9 | |
2013–2014 | 26,935 | 31.5 | |
2015–2016 (April) | 23,217 | 27.2 | |
Star rating (Mean ± SD = 3.88 ± 1.16) | |||
1 | 4647 | 5.4 | |
2 | 7662 | 9.0 | |
3 | 13,010 | 15.2 | |
4 | 28,519 | 33.4 | |
5 | 31,667 | 37.0 | |
Restaurant characteristics | Price range | ||
Less than 10 dollars | 40 | 17.8 | |
11–30 dollars | 135 | 60.0 | |
31–60 dollars | 39 | 17.3 | |
Over 60 dollars | 11 | 4.9 | |
Aggregated star rating | |||
2.5–3.0 | 29 | 12.9 | |
3.5–4.0 | 164 | 72.9 | |
4.5–5.0 | 32 | 14.2 | |
Total number of reviews | |||
Less than 100 | 76 | 33.8 | |
101–200 | 47 | 20.9 | |
201–500 | 51 | 22.7 | |
More than 500 | 51 | 22.6 |
Green Topics | High Frequency Words |
---|---|
Local/organic ingredients (T13) | Fresh, ingredi, local, juic, organ, healthy, green, bowl, place, tri |
Vegan menus (T17) | Salad, vegan, vegetarian, veggi, sandwich, kale, candl, veget, avocado, seitan |
ID | Year of Customer Review | Content |
---|---|---|
62704 | 2010 | “My friend suggested we meet here for lunch, which was strange, because we usually eat animals when we get together. After a quick yelp check I texted back, ”Vegan, huh?” (…) Many Yelpers have noted that there’s nothing world-changing about the food, but that the taste is excellent. (The restaurant name) provided one of the most delicious vegetarian meals I’ve had”—Vegan menus (4-star rating) |
63532 | 2015 | “They have great juice! I am from the Seattle area and make fresh green juice 4 days a week, so I was craving some. I ordered (menu name). Yes, the price is high, but you are getting a lot of veggies in that cup! I found out if you buy the cold pressed already-made from the cooler, it’s non-GMO and organic.”—Local/organic ingredients (5-star rating) |
42110 | 2009 | “We had vegetarian potstickers as an appetizer which were like $8 and tiny and really not good. Sad.”—Vegan menus (1-star rating) |
282 | 2010 | “Apparently something is healthy if you can put the words “organic,” “Wild,” or “Natural” in front of each main ingredient. (…) The sliders were small and the ahi was a bit overdone for my taste”—Local/organic ingredients (2-star rating) |
Rank | Topic Name (Topic Number) | b | SE | β | t |
---|---|---|---|---|---|
(Constant) | 2.116 | 0.038 | 55.069 | ||
Food price | −0.018 | 0.005 | −0.011 | −3.415 *** | |
Aggregated restaurant star ratings | 0.486 | 0.010 | 0.148 | 50.432 *** | |
Topics related to common restaurant attributes | |||||
1 | Bad service encountered (T31) | −5.846 | 0.056 | −0.318 | −105.101 *** |
2 | Bad food and slow service (T9) | −5.922 | 0.068 | −0.257 | −87.305 *** |
3 | Good food and service (T19) | 2.759 | 0.048 | 0.189 | 57.475 *** |
4 | Mediocre experience (T10) | −5.658 | 0.102 | −0.157 | −55.378 *** |
5 | Bad taste (steak or meat) (T1) | −7.847 | 0.146 | −0.148 | −53.722 *** |
6 | Clarification of previous reviews (T36) | −3.543 | 0.076 | −0.135 | −46.890 *** |
7 | Long wait (T22) | −2.950 | 0.067 | −0.131 | −44.157 *** |
8 | Bad food (T29) | −3.294 | 0.078 | −0.121 | −42.280 *** |
9 | Customer satisfaction about food taste (T26) | 3.401 | 0.113 | 0.085 | 30.000 *** |
10 | Positive experience (T8) | 2.149 | 0.080 | 0.079 | 26.766 *** |
17 | Vegan menus (T17) | 0.817 | 0.088 | 0.027 | 9.293 *** |
12 | Revisit intention (T30) | 3.516 | 0.175 | 0.055 | 20.130 *** |
20 | Local/organic ingredients (T13) | 0.702 | 0.086 | 0.023 | 8.113 *** |
23 | Overpriced menus (T5) | −0.811 | 0.117 | −0.019 | −6.906 *** |
30 | Interior design (T27) | −0.489 | 0.125 | −0.011 | −3.913 *** |
36 | Physical environment (e.g., parking, location) (T16) | 0.211 | 0.094 | 0.006 | 2.238 |
37 | Good food (T3) | −0.102 | 0.070 | −0.005 | −1.464 |
38 | Restaurant building (T24) | 0.221 | 0.146 | 0.004 | 1.512 |
Topics related to restaurant type and menu descriptions | |||||
11 | R/M: Fine dining (T20) | 1.352 | 0.071 | 0.058 | 19.143 *** |
13 | R/M: Dessert (T12) | 1.138 | 0.088 | 0.037 | 12.971 *** |
14 | R/M: Burger (T6) | 2.503 | 0.188 | 0.036 | 13.346 *** |
15 | R/M: Italian (in New York) (T23) | 1.566 | 0.132 | 0.033 | 11.858 *** |
16 | R/M: Mexican—burrito (T32) | −0.746 | 0.066 | −0.033 | −11.232 *** |
18 | R/M: Italian (T38) | 1.412 | 0.146 | 0.027 | 9.644 *** |
19 | R/M: Mexican (T35) | 0.441 | 0.052 | 0.025 | 8.532 *** |
21 | R/M: Beer (T28) | 0.650 | 0.082 | 0.023 | 7.935 *** |
22 | R/M: Italian (T37) | 0.522 | 0.073 | 0.022 | 7.181 *** |
24 | R/M: Cheese and wine (T18) | 0.966 | 0.145 | 0.018 | 6.668 *** |
25 | R/M: Steak (T33) | 0.642 | 0.130 | 0.014 | 4.947 *** |
26 | R/M: Sushi/seafood restaurant (T11) | 0.550 | 0.129 | 0.012 | 4.259 *** |
27 | R/M: Buffet/brunch (T2) | 0.611 | 0.153 | 0.011 | 4.003 *** |
28 | R/M: Bar (T7) | 0.509 | 0.127 | 0.011 | 4.007 *** |
29 | R/M: Gluten-free menu (T14) | 0.616 | 0.155 | 0.011 | 3.983 *** |
31 | R/M: Fried/grilled foods (T4) | 0.254 | 0.074 | 0.010 | 3.416 *** |
32 | R/M: Mexican/Latin American (T25) | 0.261 | 0.085 | 0.009 | 3.079 |
33 | R/M: Breakfast (T39) | 0.292 | 0.093 | 0.009 | 3.136 |
34 | R/M: Dessert (T34) | −0.240 | 0.081 | −0.008 | −2.975 |
35 | R/M: Wine (21) | −0.364 | 0.149 | −0.007 | −2.436 |
39 | R/M: Pizza (T15) | −0.109 | 0.077 | −0.004 | −1.420 |
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Park, E.; Chae, B.; Kwon, J.; Kim, W.-H. The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews. Sustainability 2020, 12, 2843. https://doi.org/10.3390/su12072843
Park E, Chae B, Kwon J, Kim W-H. The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews. Sustainability. 2020; 12(7):2843. https://doi.org/10.3390/su12072843
Chicago/Turabian StylePark, Eunhye (Olivia), Bongsug (Kevin) Chae, Junehee Kwon, and Woo-Hyuk Kim. 2020. "The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews" Sustainability 12, no. 7: 2843. https://doi.org/10.3390/su12072843
APA StylePark, E., Chae, B., Kwon, J., & Kim, W.-H. (2020). The Effects of Green Restaurant Attributes on Customer Satisfaction Using the Structural Topic Model on Online Customer Reviews. Sustainability, 12(7), 2843. https://doi.org/10.3390/su12072843