E-WOM : Online customer reviews on premium casual dining restaurants in Goa

Abstract

As the restaurant industry is flourishing daily, people need help selecting the best available option. With the mounting use of social media and Online Consumer Review platforms, it is easier for prospective customers looking for information to select restaurants from the available alternatives. It allows users to express their opinions to millions of prospective customers. This study highlights the importance of e-Word of Mouth and emphasizes whether the reviews from restaurant aggregator apps such as Zomato and Tripadvisor apps match. The top 10 premium casual dining restaurants are taken each from North Goa and South Goa, and their information on overall ratings and variables, viz. food, service, and ambience, are collected based on reviews from restaurant aggregator apps such as Zomato and Tripadvisor apps. After analysing the data using t-test, it was proved that food is not the only criterion for the overall rating. Even service and ambience play a significant role in the purpose of overall satisfaction of the customers.