What are customers commenting on, and how is their satisfaction affected? Examining online reviews in the on-demand food service context

The on-demand economy has prospered with the rapid development of digital platforms. Many customers use on-demand service platforms to order services and then post online reviews. Using text-mining approaches, this study examines customers' online review-writing behavior and their overall satisfaction with restaurants in the context of on-demand food service. We use customers' overall ratings in their reviews to measure their overall...