International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

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Exploring Restaurant Service Quality in Surat through Social-Media Comments Analysis

Author(s) Ms. Alpa Mahipatsang Solanki, Prof. Dr. Sudhadhara Samal
Country India
Abstract This research explores restaurant service quality in Surat through social media comments. In the recent era, scrolling through social media has become a common habit for people, not only to gather information but also to share details about their experiences and read recommendations and reviews. Most people comment on social media of their own free will, without any external pressure, making their feedback more honest. Therefore, we analyzed approximately 3,000 comments collected from different social media platforms such as Facebook, Instagram, Google Reviews, and TripAdvisor. We utilized thematic analysis and identified nine key themes related to the customer experience, such as staff friendliness, food quality, ambience, and value for money. Our findings reveal that over 70% of the comments express an overall positive sentiment, with approximately 15% categorized as mixed or neutral and another 15% indicating strong negativity. Consumers deal with issues like cold food, rude service, and unsatisfactory beverages. From this analysis, we offer valuable recommendations for restaurant management in Surat to focus on specific areas for improvement, ultimately increasing their profit through customer satisfaction. The study addresses some limitations, such as data privacy, bias in reviews, and cultural context, suggesting directions for future research. This research shows the importance of using consumer feedback to improve service quality and enhance dining experiences.
Keywords Digital Consumer Behavior, Marketing Strategies, Social Media Platforms, Service Quality
Field Business Administration
Published In Volume 7, Issue 6, November-December 2025
Published On 2025-12-04
DOI https://doi.org/10.36948/ijfmr.2025.v07i06.60389
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E-ISSN 2582-2160
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