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Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul

Year 2023, Volume: 9 Issue: 1, 41 - 49, 21.11.2023

Nihan Yarmacı Güvenç Ela Nazlı Köz Seray Evren

https://doi.org/10.26650/jot.2023.9.1.1153011

Abstract

Globalization and the internet era have resulted in an increase in curiosity about different cultures and in an expansion of cultural diversity concerning food choice. In this direction the number of ethnic restaurants which carry the role of making known a culture’s gastronomic identity through food, service rituals and atmosphere has increased around the world. As a result choosing a restaurant has become more challenging for customers. In the process of making a decision about which restaurant to go to, online reviews are seen to be vital and reliable sources of information due to the information given by other customers. Today consumers have the power of greatly impacting the promotional activities of restaurants. Therefore the importance of online reviews, especially for ethnic restaurants which are distinct from ordinary restaurants due to bearing the responsibility of promoting another culture, is considered non-negotiable. The aim of this study is to analyse customer reviews on the Zomato platform regarding Korean restaurants located in Istanbul. For the purpose of the study 510 Turkish and English reviews made between November 2013 - May 2022 regarding eleven different Korean restaurants based in Istanbul were analyzed and coded under six main themes and thirty-seven sub themes following qualitative research methods and content analysis techniques. In line with the findings, it was discovered that Korean restaurant customers gave importance to the taste of food and beverages, staff and service, facility, price, authenticity and menu related issues respectively.

Keywords

Korean Cuisine Ethnic Restaurant Experience Online Review Zomato Istanbul

Supporting Institution

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Project Number

-

Thanks

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References

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  • Abdullah, D., Hambali, M. E. R. M., Kamal, S. B. M., Din, N., & Lahap, J. (2016). Factors influencing visual electronic word of mouth (e-WOM) on restaurant experience. Proceedings of the 3rd International Hospitality and Tourism Conference (IHTC 2016) & 2nd International Seminar on Tourism, 519-523. google scholar
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  • Clemes, M. D., Gan, C., & Sriwongrat, C. (2013). Consumers’ choice factors of an upscale ethnic restaurant. Journal of Food Products Marketing, 19(5), 413-438. google scholar
  • Doğan, S., Güngör, M.Y., & Tanrısevdi, A. (2016). Çevrimiçi tüketici yorumlarının içerik analizi yoluyla incelenmesi: Kuşadası’ndaki yiyecek ve içecek işletmeleri üzerinde bir araştırma. Uluslararası Hakemli Pazarlama ve Pazar Araştırmaları Dergisi, 9, 1-22. google scholar
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  • Erdem, Ö., & Yay, Ö. (2017). Tripadvisor’daki Müşteri Şikâyetlerinin Değerlendirilmesi: Antalya Örneği, Journal of Tourism and Gastronomy Studies, 227, 249. google scholar
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  • Hennig-Thurau, T., Kevin P. Gwinner, G. W., & Dawyne, D. G. (2004). Electronic Word-of Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet. Journal of lnteractive Marketing, 18(Winter), 38-52. google scholar
  • Hennig-Thurau, T., Kevin P. Gwinner, G. W., & Dawyne, D. G. (2004). Electronic Word-of Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet. Journal of lnteractive Marketing, 18(Winter), 38-52. google scholar
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  • Jang, J. K., Mattila, A. S., & Van Hoof, H. B. (2021). Variety is the spice of life! The effect of the number of side dishes and plate presentation on willingness to try Korean cuisine. Journal of Foodservice Business Research, 24(2), 235-248. google scholar
  • Jang, J. K., Mattila, A. S., & Van Hoof, H. B. (2021). Variety is the spice of life! The effect of the number of side dishes and plate presentation on willingness to try Korean cuisine. Journal of Foodservice Business Research, 24(2), 235-248. google scholar
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  • Karaca, K. Ç., & Köroğlu, Ö. (2018). Restoran Atmosferinin Tekrar Ziyaret Niyetine Etkisi: Akış Deneyiminin Aracılık Rolü. Avrasya Uluslararası Araştırmalar Dergisi, 6(15), 776-797. google scholar
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  • Oh, C. J., & Chae, Y. G. (2013). Constructing Culturally Proximate Spaces through Social Network Services: The Case of" Hallyu"(Korean Wave) in Turkey. Uluslararası ilişkiler/International relations, 77-99. google scholar
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  • Roseman, M. G. (2006). Changing times: Consumers choice of ethnic foods when eating at restaurants. Journal of Hospitality & Leisure Marketing, 14(4), 5-32. google scholar
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Year 2023, Volume: 9 Issue: 1, 41 - 49, 21.11.2023

Nihan Yarmacı Güvenç Ela Nazlı Köz Seray Evren

https://doi.org/10.26650/jot.2023.9.1.1153011

Abstract

Project Number

-

References

  • Abdullah, D., Hambali, M. E. R. M., Kamal, S. B. M., Din, N., & Lahap, J. (2016). Factors influencing visual electronic word of mouth (e-WOM) on restaurant experience. Proceedings of the 3rd International Hospitality and Tourism Conference (IHTC 2016) & 2nd International Seminar on Tourism, 519-523. google scholar
  • Abdullah, D., Hambali, M. E. R. M., Kamal, S. B. M., Din, N., & Lahap, J. (2016). Factors influencing visual electronic word of mouth (e-WOM) on restaurant experience. Proceedings of the 3rd International Hospitality and Tourism Conference (IHTC 2016) & 2nd International Seminar on Tourism, 519-523. google scholar
  • Beşirli, H. (2010). Yemek, kültür ve kimlik. Milli Folklor, 22(87), 159-169. google scholar
  • Beşirli, H. (2010). Yemek, kültür ve kimlik. Milli Folklor, 22(87), 159-169. google scholar
  • Choe, S. Y., & Hong, J. H. (2018). Can information positively influence familiarity and acceptance of a novel ethnic food? A case study of Korean traditional foods for Malaysian consumers. Journal of sensory studies, 33(3), e12327. google scholar
  • Choe, S. Y., & Hong, J. H. (2018). Can information positively influence familiarity and acceptance of a novel ethnic food? A case study of Korean traditional foods for Malaysian consumers. Journal of sensory studies, 33(3), e12327. google scholar
  • Clemes, M. D., Gan, C., & Sriwongrat, C. (2013). Consumers’ choice factors of an upscale ethnic restaurant. Journal of Food Products Marketing, 19(5), 413-438. google scholar
  • Clemes, M. D., Gan, C., & Sriwongrat, C. (2013). Consumers’ choice factors of an upscale ethnic restaurant. Journal of Food Products Marketing, 19(5), 413-438. google scholar
  • Doğan, S., Güngör, M.Y., & Tanrısevdi, A. (2016). Çevrimiçi tüketici yorumlarının içerik analizi yoluyla incelenmesi: Kuşadası’ndaki yiyecek ve içecek işletmeleri üzerinde bir araştırma. Uluslararası Hakemli Pazarlama ve Pazar Araştırmaları Dergisi, 9, 1-22. google scholar
  • Doğan, S., Güngör, M.Y., & Tanrısevdi, A. (2016). Çevrimiçi tüketici yorumlarının içerik analizi yoluyla incelenmesi: Kuşadası’ndaki yiyecek ve içecek işletmeleri üzerinde bir araştırma. Uluslararası Hakemli Pazarlama ve Pazar Araştırmaları Dergisi, 9, 1-22. google scholar
  • Emir, O. (2011). Customer complaints and complaint behaviours in Turkish hotel restaurants: An application in Lara and Kundu areas of Antalya. African Journal of Business Management, 5(11), 4239-4253. google scholar
  • Emir, O. (2011). Customer complaints and complaint behaviours in Turkish hotel restaurants: An application in Lara and Kundu areas of Antalya. African Journal of Business Management, 5(11), 4239-4253. google scholar
  • Erdem, Ö., & Yay, Ö. (2017). Tripadvisor’daki Müşteri Şikâyetlerinin Değerlendirilmesi: Antalya Örneği, Journal of Tourism and Gastronomy Studies, 227, 249. google scholar
  • Erdem, Ö., & Yay, Ö. (2017). Tripadvisor’daki Müşteri Şikâyetlerinin Değerlendirilmesi: Antalya Örneği, Journal of Tourism and Gastronomy Studies, 227, 249. google scholar
  • Erdoğan Yamaç, Z. (2021) Uzakdoğu Mutfağı Konseptli Etnik Restoranlar Hakkındaki Müşteri Şikâyetlerinin Analizi. Turizm ve İşletme Bilimleri Dergisi, 1(2), 35-50. google scholar
  • Erdoğan Yamaç, Z. (2021) Uzakdoğu Mutfağı Konseptli Etnik Restoranlar Hakkındaki Müşteri Şikâyetlerinin Analizi. Turizm ve İşletme Bilimleri Dergisi, 1(2), 35-50. google scholar
  • Fox, G., & Longart, P. (2016). Electronic word-of-mouth: Successful communication strategies for restaurants. Tourism and hospitality manage-ment, 22(2), 211-223. google scholar
  • Fox, G., & Longart, P. (2016). Electronic word-of-mouth: Successful communication strategies for restaurants. Tourism and hospitality manage-ment, 22(2), 211-223. google scholar
  • Ha, J., & Jang, S. S. (2010). Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean restaurants. International Journal of Hospitality Management, 29(1), 2-13. google scholar
  • Ha, J., & Jang, S. S. (2010). Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean restaurants. International Journal of Hospitality Management, 29(1), 2-13. google scholar
  • Hennig-Thurau, T., Kevin P. Gwinner, G. W., & Dawyne, D. G. (2004). Electronic Word-of Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet. Journal of lnteractive Marketing, 18(Winter), 38-52. google scholar
  • Hennig-Thurau, T., Kevin P. Gwinner, G. W., & Dawyne, D. G. (2004). Electronic Word-of Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet. Journal of lnteractive Marketing, 18(Winter), 38-52. google scholar
  • Hogarth, H. K. K. (2013). The Korean wave: An Asian reaction to western-dominated globalization. Perspectives on Global Development and Technology, 12(1-2), 135-151. google scholar
  • Hogarth, H. K. K. (2013). The Korean wave: An Asian reaction to western-dominated globalization. Perspectives on Global Development and Technology, 12(1-2), 135-151. google scholar
  • Jang, J. K., Mattila, A. S., & Van Hoof, H. B. (2021). Variety is the spice of life! The effect of the number of side dishes and plate presentation on willingness to try Korean cuisine. Journal of Foodservice Business Research, 24(2), 235-248. google scholar
  • Jang, J. K., Mattila, A. S., & Van Hoof, H. B. (2021). Variety is the spice of life! The effect of the number of side dishes and plate presentation on willingness to try Korean cuisine. Journal of Foodservice Business Research, 24(2), 235-248. google scholar
  • Jang, S. S., Ha, J., & Park, K. (2012). Effects of ethnic authenticity: Investigating Korean restaurant customers in the US. International Journal of Hospitality Management, 31(3), 990-1003. google scholar
  • Jang, S. S., Ha, J., & Park, K. (2012). Effects of ethnic authenticity: Investigating Korean restaurant customers in the US. International Journal of Hospitality Management, 31(3), 990-1003. google scholar
  • Karaca, K. Ç., & Köroğlu, Ö. (2018). Restoran Atmosferinin Tekrar Ziyaret Niyetine Etkisi: Akış Deneyiminin Aracılık Rolü. Avrasya Uluslararası Araştırmalar Dergisi, 6(15), 776-797. google scholar
  • Karaca, K. Ç., & Köroğlu, Ö. (2018). Restoran Atmosferinin Tekrar Ziyaret Niyetine Etkisi: Akış Deneyiminin Aracılık Rolü. Avrasya Uluslararası Araştırmalar Dergisi, 6(15), 776-797. google scholar
  • Kim, S. H., Kim, M. S., Lee, M. S., Park, Y. S., Lee, H. J., Kang, S. A., ... & Kwon, D. Y. (2016). Korean diet: characteristics and historical background. Journal of Ethnic Foods, 3(1), 26-31. google scholar
  • Kim, S. H., Kim, M. S., Lee, M. S., Park, Y. S., Lee, H. J., Kang, S. A., ... & Kwon, D. Y. (2016). Korean diet: characteristics and historical background. Journal of Ethnic Foods, 3(1), 26-31. google scholar
  • Kivela, J., Inbakaran, R., & Reece, J. (1999), Consumer research in the restaurant environment. Part 1: a conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205-22. google scholar
  • Kivela, J., Inbakaran, R., & Reece, J. (1999), Consumer research in the restaurant environment. Part 1: a conceptual model of dining satisfaction and return patronage. International Journal of Contemporary Hospitality Management, 11(5), 205-22. google scholar
  • Kwon, D. Y., Chung, K. R., Yang, H. J., & Jang, D. J. (2015). Gochujang (Korean red pepper paste): A Korean ethnic sauce, its role and history. Journal of Ethnic Foods, 2(1), 29-35. doi:10.1016/j.jef.2015.02.006 google scholar
  • Kwon, D. Y., Chung, K. R., Yang, H. J., & Jang, D. J. (2015). Gochujang (Korean red pepper paste): A Korean ethnic sauce, its role and history. Journal of Ethnic Foods, 2(1), 29-35. doi:10.1016/j.jef.2015.02.006 google scholar
  • Lee, M., Rodgers, S., & Kim, M. (2009). Effects of valence and extremity of eWOM on attitude toward the brand and website. Journal of Current Issues & Research in Advertising, 31(2), 1-11. google scholar
  • Lee, M., Rodgers, S., & Kim, M. (2009). Effects of valence and extremity of eWOM on attitude toward the brand and website. Journal of Current Issues & Research in Advertising, 31(2), 1-11. google scholar
  • Liu, S. Q., & Mattila, A. S. (2015). Ethnic Dining: Need To Belong, Need To Be Unique, And Menu Offering. International Journal Of Hospitality Management, 49, 1-7. google scholar
  • Liu, S. Q., & Mattila, A. S. (2015). Ethnic Dining: Need To Belong, Need To Be Unique, And Menu Offering. International Journal Of Hospitality Management, 49, 1-7. google scholar
  • Min, K. H., & Lee, T. J. (2014). Customer satisfaction with Korean restaurants in Australia and their role as ambassadors for tourism marketing. Journal of travel & tourism marketing, 31(4), 493-506. google scholar
  • Min, K. H., & Lee, T. J. (2014). Customer satisfaction with Korean restaurants in Australia and their role as ambassadors for tourism marketing. Journal of travel & tourism marketing, 31(4), 493-506. google scholar
  • Oh, C. J., & Chae, Y. G. (2013). Constructing Culturally Proximate Spaces through Social Network Services: The Case of" Hallyu"(Korean Wave) in Turkey. Uluslararası ilişkiler/International relations, 77-99. google scholar
  • Oh, C. J., & Chae, Y. G. (2013). Constructing Culturally Proximate Spaces through Social Network Services: The Case of" Hallyu"(Korean Wave) in Turkey. Uluslararası ilişkiler/International relations, 77-99. google scholar
  • Racherla, P., & King, R. (2012). What We Know and Don’t Know About Online Word-Of-Mouth: A Systematic Review and Synthesis of the Literature. Available at SSRN 2187040. google scholar
  • Racherla, P., & King, R. (2012). What We Know and Don’t Know About Online Word-Of-Mouth: A Systematic Review and Synthesis of the Literature. Available at SSRN 2187040. google scholar
  • Roseman, M. G. (2006). Changing times: Consumers choice of ethnic foods when eating at restaurants. Journal of Hospitality & Leisure Marketing, 14(4), 5-32. google scholar
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There are 62 citations in total.

Details

Primary Language English
Subjects Human Geography (Other)
Journal Section Articles
Authors

Nihan Yarmacı Güvenç 0000-0002-2679-5468

Ela Nazlı Köz 0000-0002-8483-2482

Seray Evren 0000-0002-3314-3572

Project Number -
Publication Date November 21, 2023
Submission Date December 2, 2022
Published in Issue Year 2023 Volume: 9 Issue: 1

Cite

APA Yarmacı Güvenç, N., Köz, E. N., & Evren, S. (2023). Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul. Journal of Tourismology, 9(1), 41-49. https://doi.org/10.26650/jot.2023.9.1.1153011
AMA Yarmacı Güvenç N, Köz EN, Evren S. Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul. Journal of Tourismology. November 2023;9(1):41-49. doi:10.26650/jot.2023.9.1.1153011
Chicago Yarmacı Güvenç, Nihan, Ela Nazlı Köz, and Seray Evren. “Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul”. Journal of Tourismology 9, no. 1 (November 2023): 41-49. https://doi.org/10.26650/jot.2023.9.1.1153011.
EndNote Yarmacı Güvenç N, Köz EN, Evren S (November 1, 2023) Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul. Journal of Tourismology 9 1 41–49.
IEEE N. Yarmacı Güvenç, E. N. Köz, and S. Evren, “Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul”, Journal of Tourismology, vol. 9, no. 1, pp. 41–49, 2023, doi: 10.26650/jot.2023.9.1.1153011.
ISNAD Yarmacı Güvenç, Nihan et al. “Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul”. Journal of Tourismology 9/1 (November 2023), 41-49. https://doi.org/10.26650/jot.2023.9.1.1153011.
JAMA Yarmacı Güvenç N, Köz EN, Evren S. Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul. Journal of Tourismology. 2023;9:41–49.
MLA Yarmacı Güvenç, Nihan et al. “Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul”. Journal of Tourismology, vol. 9, no. 1, 2023, pp. 41-49, doi:10.26650/jot.2023.9.1.1153011.
Vancouver Yarmacı Güvenç N, Köz EN, Evren S. Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul. Journal of Tourismology. 2023;9(1):41-9.
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