Abstract:

The evaluations of the restaurant services offered in an experiential nature by the consumers reveal the importance of word of mouth communication in terms of the existence of the business. The purpose of this article is to examine the factors that can affect consumers' word of mouth about the role of relationship quality in the restaurant industry. The universe of the research consists of restaurant customers in Gaziantep and an evaluation was made on the data collected from 423 consumers with restaurant experience. Since the universe covers a large area, the "convenience sampling method" was used in the research. Data were collected through online environments. In the research, Smart PLS 3 statistical program was used to test the hypotheses. According to the results of the path analysis, it has been determined that food quality, interaction quality, physical environment quality and perceived value have a positive effect on customers' satisfaction with the restaurant. According to other results, it has been understood that it has a positive effect on customer satisfaction, trust and loyalty to the restaurant. In addition, it was determined that satisfaction, commitment and trust, which are the dimensions of relationship quality, have a positive effect on word of mouth communication intention.

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