Özet:

Following the comments and reviews on the food and drink experiences offered to customers through social networks increases the importance of work such as shaping services according to feedback. The aim of this study is to show the online reviews of customers about the restaurants operating in the province of Chorum; to contribute to the development of the products, services and business and to the satisfaction of the customer. The research work is within the framework of quality research and is done using the method of content analysis. The research universe has created reviews and reviews about the Sourum restaurants registered on the Tripadvisor website. Following the reviews, that have not been scored by customers in terms of food, service, value or atmosphere have been excluded. The survey found that 68% of customers were satisfied with their eating experiences in the Sorum restaurants, while the rest considered their experiences as negative and negative. In the customer reviews, the positive emphasis is greater in the reviews of food. However, in the comments made in terms of service and value, positive and negative emphasis have been found close to each other. These findings show that restaurant operators should be more careful in their service, attitudes and approaches to their customers and take into account customer expectations. * This study; on 15-17 October 2020, 4. At the International Congress of Western Asian Tourism Studies, only the summary is the full text of the statement presented.

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