Electronic meal experience: the analysis of best restaurants in Novi Sad

Abstract

Social media is changing guest relationship and marketing strategies. Guest reviews represent useful information for managers and allows them to learn what people are saying about their restaurant and use it to enhance the overall guest experience. This paper presents the results of the analysis of the best five restaurants in Novi Sad, based on the customers' reviews. The aim is to identify what quality factors make them the best ones. The data were gathered on TripAdvisor and include a content analysis of more than 1000 guest comments. The qualitative method was used in order to find out the guests' opinions about the restaurants and the factors that are crucial for the assessment of restaurant quality.