Unraveling customer experiences in chain coffee shops through online reviews

Altun Ö., Saydam M. B., Gunay T.

British Food Journal, vol.127, no.6, pp.1895-1909, 2025 (SCI-Expanded, Scopus) identifier identifier

  • Nəşrin Növü: Article / Article
  • Cild: 127 Say: 6
  • Nəşr tarixi: 2025
  • Doi nömrəsi: 10.1108/bfj-11-2024-1160
  • jurnalın adı: British Food Journal
  • Jurnalın baxıldığı indekslər: Science Citation Index Expanded (SCI-EXPANDED), Scopus, ABI/INFORM, Aerospace Database, Agricultural & Environmental Science Database, CAB Abstracts, Communication Abstracts, Food Science & Technology Abstracts, Hospitality & Tourism Complete, Hospitality & Tourism Index, Index Islamicus, INSPEC, Metadex, Veterinary Science Database, Civil Engineering Abstracts
  • Səhifə sayı: pp.1895-1909
  • Açar sözlər: Chain coffee shops, Content analysis, Customer experience, Leximancer, Online reviews
  • Açıq Arxiv Kolleksiyası: Məqalə
  • Adres: Yox

Qısa məlumat

Purpose: Current research aims to explore the dominant themes shared in online reviews by customers visiting chain coffee shops as well as which of these themes were linked with satisfaction and dissatisfaction. Design/methodology/approach: The data for the current research was gathered from TripAdvisor using a Python-based web crawler. In total, 20,499 online reviews were scrapped and analyzed using Leximancer software. Findings: The analyses revealed six themes describing chain coffee shop experiences. These are “product quality,” “ambiance and atmosphere,” “customer service,” “menu variety,” “location and convenience” and “price and value.” Dissatisfaction factors are sourced from issues such as “price and value,” “ambiance and atmosphere as well as “menu variety.” Originality/value: This study fills a research lacuna by using a large dataset of online reviews to comprehensively analyze customer experiences in chain coffee shops, identifying critical themes and sentiment trends. This novel approach offers valuable insights for improving service strategies within the competitive coffee chain industry.