Consumer satisfaction in restaurants: an analysis based on online reviews of Wagyu beef restaurants in Beijing

Purpose This study explores the factors influencing consumer satisfaction in Wagyu beef restaurants in Beijing, focusing on both intrinsic (beef quality) and extrinsic attributes (service quality, restaurant atmosphere, pricing and culinary skills), based on user-generated content. Design/methodology/approach Drawing on expectation confirmation theory, this research adopts an integrated methodology combining text mining with structural equation modeling (SEM). A total of 825 consumer reviews from 82 Wagyu restaurants on Dianping were analyzed to identify key satisfaction drivers and test hypothesized relationships. Findings Results show that 81.5% of customers expressed positive satisfaction. Among five attributes, restaurant atmosphere (38.1%) and service quality (23.9%) dominated, followed by pricing (14.4%), culinary skills (14.3%) and beef quality (9.3%). SEM confirmed all attributes as significant predictors of satisfaction. Moderation analysis further indicated that high service, atmosphere and culinary skills mitigated the negative impact of high pricing. Practical implications Theoretically, this study challenges product-centric models, showing experiential cues dominate once quality is assured, thereby extending hedonic consumption theory and service-dominant logic. Practically, it highlights implications for both policymakers and operators: regulators should adopt certification frameworks, transparent grading, and Wagyu-specific training, while restaurants should enhance atmosphere, service, pricing practices and quality transparency to improve satisfaction and offset price concerns. Originality/value This research identifies satisfaction drivers unique to high-end dining, enriches luxury service theory through product–service interactions and demonstrates the utility of combining text mining with SEM for unstructured data, offering both theoretical advances and innovative methods for studying premium dining experiences.