Content analysis of TripAdvisor reviews on restaurants : a case study of Macau

S. Lei, Chun Hung Roberts Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review


This study explored a consumer rating and review website that reflects the dining experience in restaurants in Macau. English language online consumer reviews from TripAdvisor were selected and analysed by content analysis and taxonomy. Simple frequency counts on the number of positive, negative and neutral comments were performed. Empirical results showed that the overall customer satisfaction on the dining experience in Macau was positive. Interestingly, the expensive restaurants in Macau indicated a higher percentage of negative comments than the less expensive restaurants did. The content analysis revealed untapped stories and generally provided insights to service industry practitioners.
Original languageEnglish
Pages (from-to)1-5
Number of pages5
Journale-Review of Tourism Research
Publication statusPublished - 2015


  • Restaurant
  • Dining
  • TripAdvisor
  • Macau

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Nature and Landscape Conservation
  • Geography, Planning and Development


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