Decoding customer experiences on meal delivery apps: A cross-platform text-mining analysis of online reviews through the lens of service psychology theories
Yazarlar (6)
Prof. Dr. Gül ERKOL BAYRAM Sinop Üniversitesi, Türkiye
Adnan Muhammad Shah Universität Hamburg, Almanya
Pir Noman Ahmad
Kfupm Business School, Suudi Arabistan
Kfupm Business School, Suudi Arabistan
Amir Zaib Abbasi
Kfupm Business School, Suudi Arabistan
Kfupm Business School, Suudi Arabistan
Muhammad Omar Parvez
Florida State University, Amerika Birleşik Devletleri
Florida State University, Amerika Birleşik Devletleri
Spring H. Han
Kyoto University, Japonya
Kyoto University, Japonya
| Makale Türü | Özgün Makale (SSCI, AHCI, SCI, SCI-Exp dergilerinde yayınlanan tam makale) | ||
| Dergi Adı | Journal of Retailing and Consumer Services (Q1) | ||
| Dergi ISSN | 0969-6989 Dergi Bilgileri (2026) | ||
| Dergi Tarandığı Indeksler | SSCI | ||
| Makale Dili | Türkçe | Basım Tarihi | 01-2026 |
| Kabul Tarihi | – | Yayınlanma Tarihi | 01-02-2026 |
| Cilt / Sayı / Sayfa | 89 / 1 / 104598–0 | DOI | 10.1016/j.jretconser.2025.104598 |
| Makale Linki | https://www.sciencedirect.com/science/article/abs/pii/S0969698925003777 | ||
| UAK Araştırma Alanları |
Turizm Rehberliği
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| Özet |
| The rapid growth of mobile-based meal delivery services has reshaped dining habits, yet our understanding of customer experience (CX) across competing platforms remains limited. Existing studies have often focused on single platforms or used only survey-based methods, overlooking how customer perceptions vary across multi-actor service ecosystems and how they align with established service psychology frameworks. To address this gap, we leverage qualitative text mining to examine 7500 Google Play Store customer reviews of Uber Eats, DoorDash, and Grubhub, collected through stratified random sampling. Using topic modeling, sentiment analysis, and cross-platform comparison, we uncover both shared and platform-specific drivers of CX. Our results show that platform-related issues dominate consumer discussions (∼60 %), followed by delivery riders (∼20 %) and restaurants (∼10 %), with recurrent ... |
| Anahtar Kelimeler |
| Business model | Customer experience | Customer reviews | Meal delivery apps | Platform economy | Text mining |
Science Direct
Decoding customer experiences on meal delivery apps: A cross-platform text-mining analysis of online reviews through the lens of service psychology theories
BM Sürdürülebilir Kalkınma Amaçları
| Atıf Sayıları | |
| Web of Science | 8 |
| Scopus | 10 |
| Google Scholar | 15 |