How customer rating on digital restaurant guides influence consumer satisfaction: the Zomato platform experience

Alexandre Duarte; Joana Fernandes; Cláudia Pernencar

doi:10.4018/978-1-6684-8868-3.ch007

How customer rating on digital restaurant guides influence consumer satisfaction: the Zomato platform experience

Alexandre Duarte^*, Joana Fernandes, Cláudia Pernencar

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

Abstract

Nowadays, anybody is a potential food critic, only requiring a smartphone to write an opinion and evaluate a restaurant through a digital app. As people trust other people's opinions-even strangers-more than the service provider's own marketing strategies, restaurant recommendation apps are great tools to analyze and improve performance. This keeps up with a recent consumer behaviour: gathering opinions that have impact on both ends of the consumer-organization relationship. This research aims to identify the relevant factors when classifying a restaurant and understand if Zomato app influences a restaurant choice, by identifying the features that lead a consumer to choose restaurant X over Y, whether it's a workday lunch, family lunches, dinners with friends or a romantic dinner. The chapter analyzes Zomato's case study: competition along catering industry dimension and the competitive position. Results point to how consumers perceive restaurant experience and how they influence others' decisions with online evaluating.

Original language	English
Title of host publication	Influences of social media on consumer decision-making processes in the food and grocery industry
Editors	Theodore Tarnanidis, Maro Vlachopoulou, Jason Papathanasiou
Publisher	IGI Global Publishing
Pages	140-172
Number of pages	33
ISBN (Electronic)	9781668488690
ISBN (Print)	166848868X, 9781668488683
DOIs	https://doi.org/10.4018/978-1-6684-8868-3.ch007
Publication status	Published - 7 Aug 2023

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10.4018/978-1-6684-8868-3.ch007

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Duarte, A., Fernandes, J., & Pernencar, C. (2023). How customer rating on digital restaurant guides influence consumer satisfaction: the Zomato platform experience. In T. Tarnanidis, M. Vlachopoulou, & J. Papathanasiou (Eds.), Influences of social media on consumer decision-making processes in the food and grocery industry (pp. 140-172). IGI Global Publishing. https://doi.org/10.4018/978-1-6684-8868-3.ch007

Duarte, Alexandre ; Fernandes, Joana ; Pernencar, Cláudia. / How customer rating on digital restaurant guides influence consumer satisfaction : the Zomato platform experience. Influences of social media on consumer decision-making processes in the food and grocery industry. editor / Theodore Tarnanidis ; Maro Vlachopoulou ; Jason Papathanasiou. IGI Global Publishing, 2023. pp. 140-172

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Duarte, A, Fernandes, J & Pernencar, C 2023, How customer rating on digital restaurant guides influence consumer satisfaction: the Zomato platform experience. in T Tarnanidis, M Vlachopoulou & J Papathanasiou (eds), Influences of social media on consumer decision-making processes in the food and grocery industry. IGI Global Publishing, pp. 140-172. https://doi.org/10.4018/978-1-6684-8868-3.ch007

How customer rating on digital restaurant guides influence consumer satisfaction: the Zomato platform experience. / Duarte, Alexandre; Fernandes, Joana; Pernencar, Cláudia.
Influences of social media on consumer decision-making processes in the food and grocery industry. ed. / Theodore Tarnanidis; Maro Vlachopoulou; Jason Papathanasiou. IGI Global Publishing, 2023. p. 140-172.

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

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Duarte A, Fernandes J, Pernencar C. How customer rating on digital restaurant guides influence consumer satisfaction: the Zomato platform experience. In Tarnanidis T, Vlachopoulou M, Papathanasiou J, editors, Influences of social media on consumer decision-making processes in the food and grocery industry. IGI Global Publishing. 2023. p. 140-172 doi: 10.4018/978-1-6684-8868-3.ch007

How customer rating on digital restaurant guides influence consumer satisfaction: the Zomato platform experience

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