Research Service Issues of Chiang Mai Chinese Restaurants to Chinese Tourists Based on Text Analysis and Sentiment Analysis
Han Wang, Chalermpon Kongjit · 2023
This study aims to identify specific service issues in Chinese restaurants serving Chinese tourists in Chiang Mai, Thailand. The study first uses python to mine the reviews of Chiang Mai Chinese restaurants on Dianping.com, and then uses sentiment analysis software (weiciyun) to conduct a comprehensive analysis of the top 10 and bottom 10 reviews of Chiang Mai Chinese restaurants. Reviews are coded in terms of responsiveness, reliability, assurance, empathy and tangibility against relevant service quality criteria. The analysis showed that the most common service issues mentioned in reviews included Environmental and hygiene issues, Food quality issues, and Chinese service issues. The study recommends that Chinese restaurants in Chiang Mai improve these aspects toincrease Chinese tourists' satisfaction. The results of this study can also provide a reference for service improvement for Chinese restaurants in Thailand and other Southeast Asian tourist countries when serving Chinese tourists.