GUEST SATISFACTION IN BELGRADE RESTAURANTSIN COMPARISON TO LARGE EUROPEAN CITIES

Abstract

Information technologies with specialized websites
(Trip Advisor, Booking, Expedia…) and social networks
(Facebook, Instagram…) provide tourists with more detailed
information about specific aspects of tourist offer. Restaurants,
with their gastronomic offer, extend hospitality to guests and
present the culture of one nation in a special way. The aim of
this paper is to analyze user ratings of 42,596 European
metropolitan restaurants on Trip Advisor and draw conclusions
related to the satisfaction of restaurant visitors in Belgrade
compared to major European cities. Prior to modeling, visitor
ratings (1–5) were grouped into two categories: satisfied
(ratings 4 and 5) and barely satisfied (ratings 1–3), and then the
number of satisfied and dissatisfied customers was summed up
for each restaurant. The probability of belonging to the
aforementioned categories (satisfied/barely satisfied) was
modeled using logistic regression for each city.