THE EFFECT OF THE SERVICE QUALITY TO THE CONSUMER/GUEST SATISFACTION IN RESTAURANT BUSINESS: A SURVEY IN PROVINCE OF ÇANAKKALE
Today food and bevarage companies not only just maket the food beverage production and service, but also they’re trying to do the this service according to the system and the standard. As well as in the food and beverage sector it has increased rapidly in every sector of the competition in the marke...
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| Autores principales: | , |
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| Formato: | article |
| Lenguaje: | DE EN FR TR |
| Publicado: |
Fırat University
2019
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| Materias: | |
| Acceso en línea: | https://doaj.org/article/5d37d9126675479584387bac649b017b |
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| Sumario: | Today food and bevarage companies not only just maket the food beverage production and service, but also they’re trying to do the this service according to the system and the standard. As well as in the food and beverage sector it has increased rapidly in every sector of the competition in the market. Because of the reasons such as the variety of products offered, rapidly changing fashion and habit of printing, proliferation of chain enterprises, restaurant businesses are located in the food and beverage sector, where competition is widespread. Being successful and lasting experience in the restaurant business being in intense competition will be possible with implementig the service quality and fully adopting the concept of customer satisfaction. This study aims to determine whether food & beverage service quality perception differs regarding the demographic attributes of customers, in first and second class restaurants in Çanakkale city centre. To understand how food and beverage service quality affects guests, a survey has been conducted on 430 restaurant guests. T-test and variance analysis have been conducted and the t-test results comparing the gender of participants’ showed women perceived restaurant service of a higher quality. As with the results of the variance analysis comparing perceived quality to education variable, participants with primary school education perceived higher service quality than those with university (and higher) degrees. The results of variance analysis regarding participants’ occupations, civil service workers perceived lower service quality than private sector and other workers. |
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