Abstract:

Food service quality reviews are an important aspect of a restaurant's success, influencing customer loyalty and purchasing decisions. In an era of widespread digitalisation, online reviews play a key role in shaping the reputation of catering establishments. This article aims to identify and analyse the factors influencing the ratings of restaurants in Sopot based on online reviews. The study uses the Latent Dirichlet Allocation (LDA) theme analysis method, identifying four main areas of assessment: food quality and service, overall customer experience, mixed reviews and the influence of location and atmosphere. The results indicate that the quality of the food and the professionalism of the service are key determinants of positive reviews, while long waiting times can negatively affect the perception of the restaurant. The findings of the research provide valuable insights for restaurant managers, enabling them to optimise their service quality management strategies.