CAPTURING THE CUSTOMER’S VOICE : A GOOGLE REVIEW ANALYSIS OF CUSTOMER SATISFACTION IN XYZ DIET CATERING

Abstract

In recent years, there has been a notable rise in diet-related diseases. Indonesia, among the top eight countries with the highest obesity rates, now sees over half of its adult population classified as obese. Obesity is a known precursor to elevated blood glucose, diabetes, and cardiovascular diseases. In response to growing health awareness, the demand for diet catering services has increased. These services offer tailored meal plans for specific health goals, such as weight loss and disease prevention aligning with the modern preference for ideal body weight, physical fitness, and cardiovascular health. To examine consumer experiences with diet catering services in the digital age, this study analyzes Google Reviews, which provide insights into products, services, and overall brand perception. The objective of this research is to analyze customer satisfaction with the services provided by XYZ diet catering. Reviews from the past six months were collected and examined using content analysis, assisted by NVIVO software. This study explores consumer perspectives on the quality of food and services provided. The findings reveal issues related to consumer satisfaction based on the SERVQUAL dimensions, particularly in reliability, responsiveness, empathy, and tangible aspects. These factors influence perceived value and overall customer satisfaction with XYZ diet catering.