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Review Open access Jul 2026

Beyond Prediction: Using Explainable AI to Uncover the Drivers of Customer Ratings with SHAP and Review Topics

Understanding the drivers of customer satisfaction is significant for luxury restaurants to maintain and increase consumers. While online reviews provide a rich source of customer opinions, extracting clear and actionable insights from this unstructured text carries a major difficulty for decision makers. This paper pr...

Ş. Birim, Ipek Kazancoglu, Yiğit Kazançoğlu · 0 citations

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