Visitor’s Satisfaction: A Netnographic Exploration of Hotel Food Quality and Restaurant Services

Abstract

Background

This netnography study probes hotel food quality, restaurant service, and visitor satisfaction in the context of Pakistan, a country rich in traditional food and hospitality.

Methodology

This qualitative research used the netnography technique by using online Google reviews about the top three hotels in Pakistan, selected based on rating criteria. By ascribing the power of visitors’ online reviews and user-generated content, the study aims to explore hotel food quality, restaurant services, and customer satisfaction in Pakistan. Through the netnography method, to analyze Google reviews, apply the contents analysis by using NVivo software to get abductive meanings through word clouds, word map and word tree.

Findings

This study examined several factors in the hotel industry, focusing especially on the quality of food, restaurant services, and visitor satisfaction in Pakistan's five-star hotels. The findings indicated that many customers are happy with the quality of the food and restaurant services offered by these hotels.

Conclusion

Food quality is a crucial part of judging the restaurant, and presentation, flavor, and freshness also have a significant role. Visitor satisfaction is closely related to good-quality food and services, for customers to revisit.

Key Words Netnography, Content Analysis, User-generated Content, Quality Food, Restaurant Service, and Word Clouds