A Study On Customer Satisfaction Of Vegetarian Restaurant Based On Electronic Word-of-Mouth

With the concept of protecting ecological environment and healthy green diet gradually gaining popularity,vegetarian diet has changed from a religious belief to a new healthy lifestyle that is beneficial to one’s health and in line with the trend of the times,and vegetarian restaurants have emerged in this context and become a major branch of the catering industry.However,vegetarian food has been overly labeled as a niche in China,and there are problems such as niche consumer groups,lack of vegetarian professionals and backward business concepts,which lead to the relatively slow development of the vegetarian food market.This paper takes customer satisfaction as the starting point from the perspective of consumers,and studies how vegetarian restaurants affect customer satisfaction in the process of business operation and what consumers focus on when they dine,and the research of these issues is crucial to promote the development of vegetarian restaurants and enhance customer loyalty.Based on the current situation of vegetarian restaurant research at home and abroad,a systematic study of customer satisfaction in vegetarian restaurants is conducted based on customer satisfaction theory and text mining methods.We use word frequency statistics(TFIDF algorithm and Work2vec algorithm)to determine the influencing factors affecting vegetarian restaurant customer satisfaction,analyze the specific expressions of influencing factors in consumer reviews,and clarify that influencing factors are the focus of consumers’attention when dining;secondly,we use sentiment analysis to calculate the sentiment score of each online review and derive the sentiment polarity of the review text.On the basis of the two,the influence factors were quantified and a multiple linear regression analysis model was used to quantify the relationship between influence factors and customer satisfaction and to derive the degree of significance of influence factors on customer satisfaction in vegetarian restaurants.The results showed that the influence factors of quality category had the highest degree of significant influence on customer satisfaction;the basic evaluation indexes(service,environment,dishes and taste)ranked the lowest in terms of the degree of significant influence on customer satisfaction.Based on the quantitative analysis,suggestions for vegetarian restaurant development from the customer’s perspective are proposed,which have some reference value for vegetarian restaurants to improve customer satisfaction.By actively focusing on and improving the factors influencing customer satisfaction,adopting green cooking,taking the road of healthy and healthful operation;reasonable pricing,establishing diversified marketing strategies;focusing on the combination of ingredients,optimizing the category of dishes;reasonable location,improving the convenience of travel;focusing on the creation of added value of vegetarian catering products;at the same time,finding the right brand positioning,differentiating customer dining experience,etc.The above measures can improve customer satisfaction of vegetarian restaurants and promote the good and healthy development of vegetarian catering industry.