What attributes affect customer satisfaction in green restaurants? An aspect-based sentiment analysis approach

Abstract

Amid a heightened focus on sustainable consumption, restaurants are increasingly adopting green practices. Yet, understanding determinants of satisfaction in green restaurants remains unexplored. Analyzing 85,337 TripAdvisor reviews from US Green Restaurant Association certified restaurants, and leveraging BERTopic and aspect-based sentiment analysis, our study reveals previously unidentified subtopics, like “pet-friendly,” and indicates that after food, value, and service, green attributes significantly affect satisfaction, surpassing atmosphere. Additionally, we studied ramifications of not mentioning aspects in reviews, showing an insignificant difference in satisfaction between reviews without green attributes and those with neutral sentiment scores, highlighting the importance of promoting and delivering green initiatives.

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