SENTIMENT ANALYSIS ON TRIPADVISOR REVIEWS OF CUSTOMER SATISFACTION IN TAGAYTAY CITY FROM 2017-2021
Keywords:tripadvisor, restaurant, customer satisfaction, customer review
The study addresses customer satisfaction in Bag of Beans Café and Restaurant, Tagaytay City focusing on the online reviews on Trip Advisor from the year 2017-2021. The study aims to come up with recommendations based on results that can be applied to the negative feedback of the customers in Bag of Beans Café and Restaurant Tagaytay City through reviews from TripAdvisor. The researchers utilized Hashed Ahmed Nasser's research framework. Salniza Bt Md, M. Salleh, Hamid Mahmood Gelaidan in 2012. The framework consists of four sections for gaining customer satisfaction. This study utilized qualitative research following a descriptive design. Sentiment analysis of TripAdvisor reviews was applied in its research. The researchers utilized a purposive sampling technique wherein there are qualifications for the reviews to be included in the study. Simple frequency counts on the number of positive and negative comments were performed and are shown for clarity. The online reviews mainly indicated a higher rate of positive impression after dining at Bag of Beans, concluding that most customers are satisfied with the restaurant's performance. That being said, the café and restaurant have implemented procedures and measures in place to ensure that their clients receive high-quality attention. In addition, having online review platforms allows the Hospitality and Restaurant Industry to analyze both positive and negative customer experiences that will help the management to improve and develop the services they offer for the betterment of the cafe and restaurant.
Ali, B., Saleh, P., Akoi, S., Abdulrahman, A., Muhamed, A., Noori, H., Anwar, G. (2021): Impact of service quality on the customer satisfaction: Case study. – International Journal of Engineering Business and Management 5(2): 65-77.
Bengtsson, S., Hertzberg, J., Rask, L. (2020): The Relationship Between Service Quality, Customer Satisfaction and Brand Loyalty. – Business School, Jonkoping University 69p.
Berg, A. (2018): The impact of online reviews on customer decisions. – The Chat Shop Official Portal. Retrieved from:
Dimitrakaki, I. (2021): Strategic growth case study: Starbucks. – Journal of Economics, Business and Market Research (JEBMR) 2(3): 342-356.
Dotimas, J.D. (2015): Customer Satisfaction At Red Crab Alimango House Newport Mall, Resorts World Manila. – LPU-Laguna Journal of Multidisciplinary Research 4(3): 1p.
Espino, A. (2017): Operational Efficiency And Customer Satisfaction of Restaurants: Basis For Business Operation Enhancement. – Asia Pacific Journal of Multidisciplinary Research 5(1): 122-132.
FormPlus Official Portal (2020): Customer dissatisfaction: The ultimate guide. – FormPlus Official Portal. Retrieved from:
Gregorio, J. (2016): The ‘Bag’ of beans has burst! – Inquirer Lifestyle Official Portal. Retrieved from:
Gronholdt, L., Martensen, A., Kristensen, K. (2000): The relationship between customer satisfaction and loyalty: cross-industry differences. – Total Quality Management 11(4-6): 509-514.
Hu, X., Yang, Y. (2020): Determinants of consumers’ choices in hotel online searches: A comparison of consideration and booking stages. – International Journal of Hospitality Management 86: 102-370.
Majorel Official Portal (2018): Recent Study: Reveals Customer Dissatisfaction with Customer service. – Majorel Official Portal. Retrieved from:
Maria, S., Pusriadi, T., Hakim, Y.P., Darma, D.C. (2019): The effect of social media marketing, word of mouth, and effectiveness of advertising on brand awareness and intention to buy. – Jurnal Manajemen Indonesia 19(2): 107-122.
Nasser, M.H.A., Salleh, S.M., Gelaidan, H.M. (2012): Factors Affecting Customer Satisfaction of Mobile Services in Yemen. – American Journal of Economics 2(7): 171-184.
Nasukawa, T., Yi, J. (2003): Sentiment analysis: Capturing favorability using natural language processing. – In Proceedings of the 2nd international conference on Knowledge capture 8p.
Olson, J.C., Dover, P.A. (1979): Disconfirmation of consumer expectations through product trial. – Journal of Applied Psychology 64(2): 179-189.
Putri, H.M., Yolanda, M., Sari, A.Y. (2020): Customer Forgiveness: Can Decrease Customer Dissatisfaction? – In The Fifth Padang International Conference on Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA-5 2020), Atlantis Press 7p.
Rasel, M.K.A. (2020): Customers' Attitude toward Buffet Restaurant: A Study Conducted on Selected Buffet Restaurants in Dhaka City. – NU Journal of Humanities, Social Sciences & Business Studies 5&6(1&2): 85-95.
Saguiguit, T. (2021): Food service industry in the Philippines. – Pdfcoffee Official Portal 3p.
Salaveria, K.A., Fernando, P.G., Pagdanganan, V.M., Avendano, B., Lopez, M.D., Lugue, P.E., Rubio, E. (2017): Influential fast food chains affecting customers' satisfaction: Basis of crafting guidelines in putting up food business researchers. – Marcelo H. del Pilar National High School 23p.
Suarez, A.N., KoelenLacay, J., Villanueva, V., Ashley Velasquez, R., Reyes, C., Serrano, V., Borbon, C.D. (2017): Impacts of coffee shop business to tourism industry in three cities of Batangas, Philippines. – Journal of Tourism and Hospitality Research 14(1): 131-145.
Yu, Y., Li, X., Jai, T.M.C. (2017): The impact of green experience on customer satisfaction: evidence from TripAdvisor. – International Journal of Contemporary Hospitality Management 29(5): 1340-1361.
Zeithaml, V.A., Bitner, M.J., Dremler, D. (1996): Services Marketing, international edition. – New York, NY and London: McGraw Hill 547p.
Zeithaml, V.A., Berry, L., Parasuraman, A. (1993): The nature and determinants of customer expectations of service. – Journal of the Academy of Marketing Science 21(1): 1-12.