米其林必比登指南於 2018 年在臺北初登場，近幾年每到米其林指南公布時刻，對餐飲市場及消費者具有一定程度的影響力和效應。消費者在選擇餐廳時可以參考米其林必比登指南的推薦外，隨著網路評論的興盛，連帶著影響了消費者的消費行為決策，透過線上評論內容來做為參考和選擇。
本研究基於 2020 - 2022 年臺北市新入選米其林必比登指南的餐廳在 google maps 上入選前一年與入選後一年的評論，共蒐集了七千多則線上評論，透過文字分析技術分別對於所蒐集到的評論內容進行主題分析、情緒分析和詞頻分析，藉以觀察消費者對於入選米其林必比登指南的餐廳在入選前與入選後的差異。
本研究根據用餐體驗中的「食物」、「服務」、「價格」以及「氛圍」將其透過主題分析分為四個構面來對評論內容進行分類。
根據研究結果顯示出在用餐體驗的四個構面中，消費者評論在「食物」構面有顯著差異，表示消費者對於「食物」構面的敏感度較其他三個構面來得高。
米其林必比登指南的評價指標主要集中在「食物」和「價格」上，基於此可以假設消費者對於食物品質和價格具有一定程度的期望和標準。透過線上評論的內容觀察到消費者的負向情緒主要來自於「食物」和「服務」兩個構面。
本研究希望從管理意涵角度出發，建議餐飲業者可以著重提升食物品質以滿足消費者對於食物體驗的期待，以及提升服務態度和效率，減少負面評價。
藉由本研究結果以達到幫助餐飲業者更好地了解消費者需求，根據情緒分數的詳細分析，針對不同構面進行針對性的改進措施，提供更好的產品和服務，同時也可以為消費者提供更好的餐飲體驗，促進整個餐飲市場的發展。

With the introduction of the Michelin Guide in Taipei in 2018, it has gained a certain level of influence and impact on the dining market as well as consumers in recent years. When choosing restaurants, consumers can refer to the recommendations of the Michelin Guide. Along with the rise of online reviews, it has also influenced consumer purchasing decisions. Consumers rely on the content of online reviews as a reference for their choices.
This study is based on the reviews of restaurants in Taipei that were newly selected in the Michelin Guide Bib Gourmand Award from 2020 to 2022. It collected over 7,000 online reviews from the year before their selection and the year after their selection on Google Maps. Through text analysis techniques, the collected reviews were subjected to thematic analysis, sentiment analysis, and word frequency analysis. The aim was to observe the differences in consumer perception of the Michelin-selected restaurants before and after their selection.
Based on dining experiences, this study categorizes the review content into four dimensions: "food," "service," "price," and "ambiance," using topic modeling to analyze online reviews. The research intends to identify the significant differences among these four dimensions of the dining experience. Consumers' reviews show a higher sensitivity towards the "food" dimension compared to the other three dimensions.
Our study shows that most reviews primarily focus on "food" and "price," suggesting that consumers have certain expectations and standards for food quality and pricing. Through the analysis of online review content, it is observed that consumers' negative emotions mainly stem from the "food" and "service" dimensions.


From a managerial perspective, this study suggests that catering establishments should focus on enhancing food quality to meet consumers' expectations for their dining experience. Additionally, improving service attitude and efficiency while minimizing negative evaluations are recommended. The findings of this study aim to assist catering establishments to meet consumer needs. Through detailed analysis of sentiment scores, targeted improvement measures can be implemented for different dimensions, thereby providing better products and services. Ultimately, this can enhance the dining experience for consumers and promote the overall development of the catering market.

論文審定書 i
誌謝 ii
摘要 ii
Abstract iv
目錄 vi
圖次 viii
表次 x
第一章 緒論 1
第一節 研究背景 1
第二節 研究問題與目的 2
第三節 小結 4
第二章 文獻探討 6
第一節 米其林指南 6
第二節 米其林必比登指南 6
第三節 用餐體驗 7
第四節 線上評論 7
第五節 情緒分析 8
第六節 主題分析 9
第三章 研究方法 10
第一節 資料蒐集 13
第二節 文字探勘分析及資料前置處理 20
第三節 主題分析（TOPIC ANALYSIS）23
第四節 情緒分析（SENTIMENT ANALYSIS）26
第四章 研究結果 28
第一節 探索性資料分析與交叉分 析28
第二節 關鍵字詞分析 34
第三節 差異性與探索性統計分析 44
第五章 結論與建議 54
第一節 研究發現 54
第二節 管理意涵 55
第三節 未來展望 58
參考文獻 59
附錄 65
附錄A自定義情緒字詞 65
附錄B自定義停用詞 67
附錄C自定義用餐體驗主題構面字詞 67

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