The 19 h In e na ional Con e ence on Business Excellence
Leading Change in Dis up i e Times
20-22 Ma ch 2025, Bucha es , Romania
Explo ing Cus ome Re iews in Michelin-S a ed Res au an s: A Machine
Lea ning App oach
Mine AYDEMİR DEV*
Bu sa Uludağ Uni e si y, Bu sa, Tü kiye
*Co esponding au ho , [email p o ec ed]
Nu an BAYRAM ARLI
Bu sa Uludağ Uni e si y, Bu sa, Tü kiye
[email p o ec ed]
Onu BARCA
Bu sa Uludağ Uni e si y, Bu sa, Tü kiye
onu ba [email p o ec ed]
Abs ac . This s udy aims o examine he cus ome expe ience wi h he da a ob ained om
cus ome e iews o Michelin-s a ed es au an s. Cus ome e iews collec ed om he
T ipAd iso pla o m. The da a consis s o e iews om cus ome s who ha e isi ed 1-S a
Michelin es au an s in Tü kiye. Sen imen analysis and machine lea ning echniques we e used
in he s udy. Fi s ly, he ob ained cus ome e iews we e cleaned and p epa ed o analysis. The
e iews we e ca ego ised by he algo i hm as ood, a mosphe e, se ice and alue and a sco e
was c ea ed o each. Then, hese ca ego ies we e included in he analysis as a iables. In he
s udy, machine lea ning algo i hms we e used o de e mine he impac o he sco es ob ained
o ood, a mosphe e, se ice and alue on cus ome es au an a ings. The s udy p o ides
esul s on how he a ibu es o ood, a mosphe e, se ice and alue ob ained om cus ome
e iews can shape he cus ome sa is ac ion o es au an s. Acco ding o he esul s ob ained,
ood and se ice a e he wo mos impo an ea u es ha enable he es au an o ge a highe
sco e. This is ollowed by alue. This s udy analyses cus ome e iews da a on Michelin-s a ed
es au an s in dep h and e eals he ac o s ha in luence he cus ome expe ience. The use o
machine lea ning algo i hms in s udies in his ield is limi ed. This s udy analyses cus ome
sa is ac ion by applying machine lea ning algo i hms o he da a ob ained om cus ome
e iews and e eals in which a eas he e a e expec a ions o imp o emen .
Keywo ds: Michelin-s a ed es au an s, sen imen analysis, machine lea ning
Acknowledgemen s
This s udy is suppo ed by REMODEL p ojec which is unded by he Eu opean Union’s
Ho izon Eu ope esea ch and inno a ion p og amme unde g an ag eemen No 101079203.
