Paolo Cunico, Michela C. Mason, Gioele Zamparo, Andrea Moretti
Eating experiences have emerged as a popular leisure activity, frequently shared on social media or specialised review websites. Online reviews, particularly on platforms like TripAdvisor, are crucial in shaping consumer decisions by providing insight into leisure dining experiences. However, existing research relies on data from these platforms, limiting the generalisability of findings. This study addresses this gap by integrating online ratings with consumer surveys to explore the cognitive processes behind restaurant ratings. Using a sample of 1,192 individuals across 343 restaurants in Italy, multi-level structural equation modelling is applied to manage the hierarchical data structure. The findings indicate a strong relationship between TripAdvisor ratings and customers’ perceptions of the service environment, validating the reliability of these ratings. These insights consolidate prior knowledge and guide consumers and practitioners, enhancing decision-making and service quality.