Identifying the factors affecting customer satisfaction in Michelin-Listed restaurants

The Michelin Guide is a prestigious resource that recognizes famous restaurants and chefs around the world. This study aims to measure the satisfaction levels between domestic and foreign visitors of restaurants included in the Michelin Guide, by using the restaurants' comments on online platforms, in order to understand the visitor satisfaction of the restaurants included in the Michelin list and to determine the differences between domestic and foreign visitors. In the method section of the thesis, content analysis method was used to determine the complaints of restaurant guests online. In the study, the data obtained from TripAdvisor were divided into categories and tables were created. In creating the sample, TripAdvisor reviews of the last three years for 11 restaurants in the Michelin Guide 2024 selection were used. One restaurant was removed from the sample due to lack of reviews. This study, in which users have the opportunity to give points from 1 to 5, includes a total of 609 comments (230 local, 379 foreign) for the years 2022, 2023 and 2024. The findings of the study revealed a discrepancy between the satisfaction levels of domestic and international visitors to Michelin-listed restaurants. The lowest positive satisfaction level was found in the price/performance category. The most frequently reviewed category was flavor quality. It was determined that 496 reviews were submitted by domestic and international customers, and most of these reviews were positive.