Journal of Tourismology

GÖNDERBİLGİ
EnglishTürkçe

Araştırma Makalesi


DOI :10.26650/jot.2023.9.1.1153011   IUP :10.26650/jot.2023.9.1.1153011    Tam Metin (PDF)

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

Nihan Yarmacı, Ela Nazlı Köz, Seray Evren

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. 

Anahtar Kelimeler: Korean Cuisine, Ethnic Restaurant Experience, Online Review, Zomato, Istanbul

PDF Görünüm

Referanslar

  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • Sever, P., & Girgin, G. K. (2019). Turistlerin Restoran Deneyimleri İle Destinasyonu Tekrar Ziyaret Etme Niyeti Arasındaki İlişkinin Belirlenmesi: İstanbul Örneği. Gastroia: Journal Of Gastronomy And Travel Research, 3(2), 241-263. google scholar
  • Sukalakamala, P., & Boyce, J. B. (2007). Customer perceptions for expectations and acceptance of an authentic dining experience in Thai restaurants. Journal of Foodservice, 18(2), 69-75. google scholar
  • Sünnetçioğlu, S., Yıldırım, H. M., & Bertecene, B. (2020). Dining Experiences Of Consumers İn Ethnic Restaurants: Analysis Of Tripadvisor Reviews For Japanese Restaurants İn Istanbul. Manisa Celal Bayar Üniversitesi Sosyal Bilimler Dergisi, 18(Armağan Sayısı), 71-82. google scholar
  • Taştan, H., & Kızılcık, O. (2017). Kahramanmaraş’ta bulunan yiyecek içecek işletmelerine yönelik Trıpadvısor. com’da paylaşılan şikâyetlerin sınıflandırılması. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 26(1), 270-284. google scholar
  • Teyin, G., Aslan, N., Sormaz, Ü., Pekerşen, Y., & Nizamlıoğlu, H. F. (2017). Turizm sektöründe etnik restoranlar: İstanbul örneği. Journal of Tourism and Gastronomy Studies, 5(Special Issue 2), 77-87. google scholar
  • Vajjhala, V., & Ghosh, M. (2021). Decoding The Effect Of Restaurant Reviews On Customer Choice: Insights From Zomato. Journal Of Foodservice Business Research, 1-28. google scholar
  • Yoon, T. J. (2017). The Korean Wave: Retrospect and prospect: Introduction. International Journal of Communication, 11, 2241-2249. google scholar

Atıflar

Biçimlendirilmiş bir atıfı kopyalayıp yapıştırın veya seçtiğiniz biçimde dışa aktarmak için seçeneklerden birini kullanın


DIŞA AKTAR



APA

Yarmacı, 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 N, Köz E N, Evren S. Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul. Journal of Tourismology. 2023;9(1):41-49. https://doi.org/10.26650/jot.2023.9.1.1153011


ABNT

Yarmacı, N.; Köz, E.N.; Evren, S. Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul. Journal of Tourismology, [Publisher Location], v. 9, n. 1, p. 41-49, 2023.


Chicago: Author-Date Style

Yarmacı, Nihan, and Ela Nazlı Köz and Seray Evren. 2023. “Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul.” Journal of Tourismology 9, no. 1: 41-49. https://doi.org/10.26650/jot.2023.9.1.1153011


Chicago: Humanities Style

Yarmacı, Nihan, and 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 (Dec. 2024): 41-49. https://doi.org/10.26650/jot.2023.9.1.1153011


Harvard: Australian Style

Yarmacı, N & Köz, EN & Evren, S 2023, 'Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul', Journal of Tourismology, vol. 9, no. 1, pp. 41-49, viewed 10 Dec. 2024, https://doi.org/10.26650/jot.2023.9.1.1153011


Harvard: Author-Date Style

Yarmacı, N. and Köz, E.N. and Evren, S. (2023) ‘Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul’, Journal of Tourismology, 9(1), pp. 41-49. https://doi.org/10.26650/jot.2023.9.1.1153011 (10 Dec. 2024).


MLA

Yarmacı, Nihan, and Ela Nazlı Köz and Seray Evren. “Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul.” Journal of Tourismology, vol. 9, no. 1, 2023, pp. 41-49. [Database Container], https://doi.org/10.26650/jot.2023.9.1.1153011


Vancouver

Yarmacı N, Köz EN, Evren S. Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul. Journal of Tourismology [Internet]. 10 Dec. 2024 [cited 10 Dec. 2024];9(1):41-49. Available from: https://doi.org/10.26650/jot.2023.9.1.1153011 doi: 10.26650/jot.2023.9.1.1153011


ISNAD

Yarmacı, Nihan - Köz, ElaNazlı - Evren, Seray. “Analysis of Customer Reviews on Korean Restaurant Experience: The Case of Zomato Istanbul”. Journal of Tourismology 9/1 (Dec. 2024): 41-49. https://doi.org/10.26650/jot.2023.9.1.1153011



ZAMAN ÇİZELGESİ


Gönderim02.12.2022
Kabul01.08.2023
Çevrimiçi Yayınlanma29.08.2023

LİSANS


Attribution-NonCommercial (CC BY-NC)

This license lets others remix, tweak, and build upon your work non-commercially, and although their new works must also acknowledge you and be non-commercial, they don’t have to license their derivative works on the same terms.


PAYLAŞ




İstanbul Üniversitesi Yayınları, uluslararası yayıncılık standartları ve etiğine uygun olarak, yüksek kalitede bilimsel dergi ve kitapların yayınlanmasıyla giderek artan bilimsel bilginin yayılmasına katkıda bulunmayı amaçlamaktadır. İstanbul Üniversitesi Yayınları açık erişimli, ticari olmayan, bilimsel yayıncılığı takip etmektedir.