Leveraging online reviews for service improvement: sentiment analysis of Suki-Ya Pavilion

In the digital era, business success is increasingly measured by customer sentiment rather than just financial performance. For Suki-Ya Pavilion, a prominent Japanese "all-you-can-eat" restaurant in Malaysia, online Google Reviews serve as critical signals of brand health and loyalty. By applying sentiment analysis to transform unstructured feedback into actionable insights, management can move beyond sales figures to identify service strengths and recurring pain points. This approach allows the brand to protect its reputation in a competitive high-end dining market and make data-driven decisions that enhance the overall customer experience.