Table 1:
Dimensions and main attributes
| Dimension | Criteria |
|---|---|
| Tangibility | Physical appearance of facilities and equipment; Staff uniforms and appearance; Menu presentation. |
| Reliability | Preparation and service times; Accuracy of orders and billing; Consistency of dishes, flavour, and service. |
| Responsiveness | Staff availability; Fast service; Handling of special requests. |
| Assurance | Accurate and transparent information; Staff training and experience; Ease of interaction with staff. |
| Empathy | Sensitivity to customer needs; Ability to anticipate needs; Support in case of problems. |
[i] Adapted from (Stevens et al.,1995)
Table 2:
Consolidated attributes for Aspect-Based Sentiment Analysis
| Attribute | Description |
|---|---|
| 1. Food Taste | Assesses the quality of food flavour, including authenticity and balance of ingredients. |
| 2. Food Portion | Refers to the quantity served, considering appropriateness in terms of price and expectations. |
| 3. Service | Seeks speed, efficiency, courtesy, and professionalism of the staff. |
| 4. Price | Evaluates the adequacy of prices in relation to the quality of dishes and service. |
| 5. Ambiance/Atmosphere | Considers decoration, lighting, music, and spatial arrangement. |
| 6. Food Presentation | Observes visual preparation, care, and creativity in the presentation of dishes. |
| 7. Nutritious Food | Analyses the nutritional quality of food options, such as the use of fresh ingredients and preparation methods. |
| 8. Restaurant Reputation | Based on reviews, recommendations, awards received, and public recognition of the restaurant. |
| 9. Cleanliness | Assess the hygiene of the restaurant, including dining and food preparation areas. |
| 10. Variety of Healthy Meals | Measures the diversity of healthy options available on the menu, as well as other menu alternatives. |
[i] Adapted from (Choi et al., 2009)
Table 3:
List of keywords and frequencies
| Attribute | Keywords | Frequency |
|---|---|---|
| 1. Food Taste | tasty, delicious, seasoning, authentic, nice, balanced. | 112 |
| 2. Food Portion | portion, quantity, sufficient, generous, large. | 119 |
| 3. Service | service, quick, efficient, friendly, kind, professional. | 312 |
| 4. Price | price, cost, expensive, cheap, affordable. | 264 |
| 5. Ambiance/Atmosphere | ambience, atmosphere, cosy, decoration, lighting, music. | 217 |
| 6. Food Presentation | presentation, visual, plating, creative, decorated. | 45 |
| 7. Nutritious Food | nutritious, healthy, fresh, natural ingredients. | 98 |
| 8. Restaurant Reputation | famous, recommended, awarded, well-known, reputation. | 19 |
| 9. Cleanliness | clean, hygienic, tidy, cleanliness. | 7 |
| 10. Variety of Healthy Meals | variety, healthy options, healthy menu, alternatives. | 53 |
Table 4:
Agreement Rates Between Models and Human Evaluator
| LLM model | Agreement Rate |
|---|---|
| ChatGPT 3.5 Turbo | 64,4% |
| ChatGPT 4o_2024-05-13 | 81,6% |
| Mistral 7B Instruct Free | 60,6% |
Figure 1:
Prototype visual components (a) map of the locations of competing restaurants within a chosen category; (b) information and summarised sentiment analysis results for a specific restaurant
Figure 2:
Radar chart comparison of multiple restaurants