빅데이터를 이용한 레스토랑 품질이 고객만족에 미치는 영향에 관한 연구 : 국가의 조절효과 중심으로

The purpose of this study is to investigate the effect of restaurant service quality and customer satisfaction and role of nationality's moderating effect on Korea, Malaysia, Philippines by Big-Data Analysis. This study used the web crawler and collected restaurant customer reviews from Korea, Malaysia, Philippines's restaurant review service on internet. Regression analysis showed that quality of food, service, and atmosphere were all significant determinants of satisfaction. Among the listed satisfaction factors, food was shown to be the dominant factor followed by service in the second and mood in the third influential factor in determination of the overall satisfaction. Effect of food quality(B=.576) and atmosphere quality(B=.228) were highest in Philippines and service quality(B=.239) was highest in Korea. In addition, there were moderating effects related to nationality between quality of food, service, atmosphere and customer satisfaction. Limitations and future research directions are also discussed.