Sentiment analysis of restaurant customer satisfaction during COVID-19 pandemic in Pattaya, Thailand.

The tourism and hospitality industry, particularly the restaurant business, has been greatly affected by the COVID-19 pandemic. To comprehend customer behavior and preferences during this unprecedented time, it is crucial to analyze online restaurant customer reviews. Thus, this study utilized the valence aware dictionary for sentiment reasoning (VADER) model to examine TripAdvisor reviews of restaurants in Pattaya City, Chon Buri, Thailand, covering the period 2017-2022, which encompasses both pre-pandemic and pandemic years.