Avaliação da satisfação dos clientes de restaturantes utilizando reviews online

Abstract

The present study aimed to evaluate the level of customer satisfaction of restaurants.We collected the data from customers’ comments on social media, and we analyzed it through descriptive statistics. First, we identified the three top rated restaurants, as well as the three lowest rated. Five main points were identified on the customers’ rates: the prices, the ambient, the business’ location, the service, and the business’ cleanness. The main motive for a good evaluation of the top rated restaurants was the service. Coincidentally, the quality of the service was also the main motive of the good ratings of the lowest rated restaurants. In addition, we observed that the cleanness of the restaurant was the least mentioned point by the customers, but when it was mentioned, it was for good ratings. The results presented in this research allowed to contemplate which are the criteria responsible for creating a greater satisfaction to the public that attend this type of establishment.