Research overview · 13.11.2026
Trust in Online Reviews: Why Five Stars Are Not Enough
Author: Martina Mundová
Online ratings shape first impressions, but people do not process every source in the same way. Recent research examined how information literacy relates to trust and restaurant selection.
What the study examined
Nguyen and Bui surveyed 479 people who had used online reviews to choose a restaurant during the preceding six months. They modelled relationships among information literacy, trust and consumer decisions.
Information literacy is not merely finding a review; it also involves assessing credibility, context and relevance.
Main findings
The study reports a positive association between information literacy and trust in online information. Trust was also related to restaurant choice.
In the statistical model, trust partly mediated the link between information literacy and behaviour. These are modelled associations, not proof of causal influence.
Building a trustworthy website
WEBU recommends clear opening hours, location details, pricing and authentic images. Present genuine customer experiences without hiding critical context and reply constructively to complaints.
Instead of fabricating testimonials, focus on addressing real customer issues. Reputation requires ongoing effort, not just a cosmetic redesign.
What to measure
Track what information people look for before booking, where they abandon the site and what questions reach your contact team. Clarify missing or confusing details.
These are WEBU suggestions. The research did not test a particular website design or guarantee more reservations after changing review presentation.
Limits and conclusion
The evidence comes from self-reports in the restaurant choice context, so other industries and countries may differ.
Five stars cannot replace verifiable information. Trust depends on how consumers assess evidence and how openly businesses provide it.
Research source
Nguyen, D. N., & Bui, T. T. (2026). Information literacy and trust in online reviews: Evidence from restaurant choice decisions. SAGE Open. https://doi.org/10.1177/21582440261474620