Consumer Perceptions from Online Reviews: A Study of Gastronomy Tourism in Delhi-NCR

Online reviews serve as a readily accessible and valuable source of information for tourists when evaluating tourism destinations, as they reflect authentic experiences and opinions. This study aims to analyze the online reviews of tourists who visited food and beverage establishments in Delhi-NCR within the context of gastronomy tourism. Adopting a qualitative research design, the study utilized the document analysis method for data collection, while content analysis was employed to interpret the data. Five establishments with the highest number of reviews on Tripadvisor were selected for the study. A total of 384 reviews were analyzed, of which 247 were positive and 137 were negative. The reviews were categorized into four key themes: food, service, value and atmosphere. The findings indicate that tourists generally appreciated the quality and taste of the food, the high standard of service and the pleasant ambiance of the establishments. However, some negative feedback was also identified, particularly concerning food quality, small portion sizes, slow service and staff behavior. Based on these findings, it is recommended that restaurants prioritize staff training and improve service efficiency to enhance overall service quality and minimize negative feedback. Additionally, maintaining a balanced approach to portion sizes and pricing strategies could further enhance tourist satisfaction.