Final Paper Presentation revised and graded
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This study investigated the influence of social media on customer satisfaction in the restaurant industry. A survey was administered to 20 participants regarding their restaurant choices and influences. The results supported all three hypotheses: 1) favorable reviews positively influence restaurant choice, 2) word-of-mouth from friends/family positively influences restaurant search, and 3) word-of-mouth positively influences returning to restaurants. The implications are that social media reviews and word-of-mouth impact customer satisfaction and behaviors in the restaurant industry.
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International Journal of Humanities and Social Science Invention (IJHSSI) is an international journal intended for professionals and researchers in all fields of Humanities and Social Science. IJHSSI publishes research articles and reviews within the whole field Humanities and Social Science, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
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This document summarizes a research study that examined how different factors of online restaurant reviews on Yelp.com influence the perceived usefulness of reviews. Specifically, it investigated the moderating roles of restaurant type (casual dining vs. fine dining) and reviewer self-image disclosure.
The study developed hypotheses based on the Elaboration Likelihood Model regarding how central review characteristics like length and readability as well as peripheral characteristics like images and self-disclosure impact usefulness. Data was collected on over 2,600 reviews of casual and fine dining restaurants. Statistical analyses were conducted to test the effects of factors on perceived usefulness and whether these effects differed by restaurant type or self-disclosure.Customer Satisfaction and Revisit Intention towards Fast Food Restaurants in ...
This study aimed at examining factors that effect of food taste, food quality, service quality, perceived price, responsiveness, restaurant environment on customer satisfaction and revisit intention. Data were collected through a structured questionnaire survey of fast food restaurant customers in a selected metropolitan area from Colombo district and students from University of Sri Jayewardenepura. The data were analyzed using SPSS 21.0 and R Studio 3.5.1 software. The study has found that food quality and perceived price are the important antecedents of restaurant customer satisfaction. Further, the results clearly showed a significant role of customer satisfaction on revisit intention and crucial impact of perceived price on customer satisfaction. In addition, revisit intention towards the fast food restaurant is directly influenced by food tastes. This study collected data from two selected groups; students from University of Sri Jayewardenepura and one metropolitan area, and data has analyzed further based on demographic characteristics further to confirm the results. Therefore, this study provides valuable insight to restaurant managers on attracting, retaining and satisfying their customers.
I0352049056
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Final Paper Presentation revised and graded
- 1. Social Media’s Influence of the Restaurant Industry Reginald Terry
- 2. Introduction • The purpose of the study is to investigate social media’s role on the restaurant industry and how it influences customer satisfaction. • To show the relationship between social media and customer satisfaction.
- 3. Literatures The perceived influence of user reviews in the hospitality industry (Ong, 2012).This article shows the influence of user reviews can help with consumer decisions in their choice of restaurants. They conducted studies on consumers who read and created customer reviews on specific sites such as Yelp.com and noticed that people looked at specific things about the restaurant and made their decisions based on what they read of these reviews. They also found out that consumers do rely heavily on positive reviews when reading them. What they did see is that many of the consumers use the online reviews to narrow down their choices but not make a selection H1: Customers favorable reviews positively influence restaurant choice decision
- 4. Literatures A Study on the Influence of Word of Mouth Communication in the Facebook Audience of Restaurants (Nunes & Lucian, 2014 ). This article shows how using word of mouth on Facebook can influence the decision making process of people looking for a good restaurant. Their conclusion shows that word of mouth communication is a very effective tool on Facebook in suggesting and recommending restaurants. H2: Word of mouth communication from family/friends positively influences restaurant choice search.
- 5. Literatures Why people use Yelp.com: An exploration of uses and gratifications (Hicks, Comp, Horovitz, Hovarter, Miki, & Bevin, 2012). This article is about how the use of user generated sites like Yelp.com can influence customer satisfaction. The researchers looked at customer attitudes and behaviors and found that people use Yelp.com for information-seeking purposes, entertainment and just to pass time. They found that there was a greater usage for restaurant seekers than any other. H3: Word of mouth communication positively influence restaurant choice.
- 7. Method • Sample- 20 participants consisting of friends, family, and students and staff of North Carolina Central University. • Survey questionnaire with 12 research questions and 4 demographic questions. • The sample consisted of 12 females and 8 males with age ranges from 18- 36 years olds.
- 8. Result (1) Customers favorable reviews positively influence restaurant choice decision N Mean S.D Min. Max. TripAdvisor.c om 20 2.7 1.26074 1.00 5.00 Yelp.com 20 2.65 1.26803 1.00 5.00 Q5 20 3.8 1.28145 1.00 5.00 Total 20 3.05 1.27007 1.00 5.00
- 9. Result (2) Word of mouth communication from family/friends positively influences restaurant search. N Mean S.D Min. Max. Q8 20 1.5 .51299 1.00 2.00 Q9 20 3.2 1.20852 1.00 5.00 Q10 20 3.3 1.08094 2.00 5.00 Q11 20 3.1 1.29371 1.00 2.00 Total 20 2.78 1.02404 1.20 3.50
- 10. Result (3) Word of mouth communication positively influence restaurant revisit N Mean S.D Min. Max. Q12 20 1.5 .50262 1.00 2.00 Q7 20 1.5 .51299 1.00 2.00 Q1 20 2.4 1.14248 1.00 5.00 Writing a review 20 3.6 1.14248 1.00 5.00 Total 20 3.0 1.10019 1.00 3.50
- 11. Conclusion and Implications • All hypotheses were supported • Favorable reviews positively influence choice decisions • Word of mouth positively influences restaurant search • Word of mouth positively influences restaurant revisit • Suggest more sample to use random sampling • Utilize different social media sites (i.e. Instagram, Pinterest) • Track consumer participation to increase the number of users.
- 12. Point Possibl e Point Earned Cover Page 0.5 0.5 Introduction 1 1 Literature (H1) 3 3 Good match with literatures and hypotheses.Literature (H2) Literature (H3) Methodology 1 1 Missing data collection procedure Result (H1) 3 2.5 Must be mentioned values of question same as codebook not Just list Q1, Q2, etc. Result (H2) Result (H3) Conclusion Implication 1.5 1.5 Need to mention limitation or suggestions of the future research. TOTAL 10 9.5 + bonus point –model (.5) 10/10