Diners’ Perceptions of Food Quality: TripAdvisor Analysis

Abstract

The purpose of this study is to identify food quality attributes that Michelin starred restaurants diners reflect on when evaluating their meal experience on TripAdvisor. Content analysis technique was applied to analyse TripAdvisor reviews about the food quality aspect of the dining experience of all four Michelin starred restaurants in Birmingham, UK. Emergent themes were identified and a word frequency count of food quality attributes of the dining experiences was performed. The results of the study suggest that most diners of Michelin starred restaurants mention the food quality dimension when evaluating their dining experiences. Most diners respond positively towards the quality of food in Michelin starred restaurants. The study further shows that taste of food, food presentation, innovativeness of menu items, drinks selection, and food and wine pairing, in that order, are the most salient attributes in diners’ evaluation of the food quality of Michelin starred restaurants. This study is the first to identify key attributes that Michelin starred restaurants diners reflect on when evaluating food quality. It gives managers a better understanding of diners’ perceptions which can be used as a basis for formulation of food quality management and recovery strategies. This research is however limited to analysing TripAdvisor reviews of Michelin starred restaurants in Birmingham, UK only. Future studies may include bigger sample sizes, explore other restaurant segments and geographical locations, and consider other review sites in order to provide more insights into this discussion.