Интеллектуальный анализ текста онлайн-обзоров: выявление факторов ценностного предложения сетевого ресторанного бизнеса
The article is devoted to the use of new digital technologies in the provision of services to the Russian restaurant business. Based on text mining methods, the most complete list of value proposition factors in online customer reviews, typical of consumer inquiries in the field of restaurant services, has been identified. Correlation analysis of rating and customer recommendation scores for chain restaurants compares online reviews of satisfied and dissatisfied customers. This made it possible to trace the main patterns and trends of the industry. Particular attention of the research results is paid to identifying the factor categories that got a high relevance for clients, which are used in both positive and negative online reviews: food, service, price/quality, atmosphere.