Abstract:

In this study, the SERVQUAL scale was applied to students of the Erzincan Binali Yıldırım University to measure the quality of the service they expect and perceive from the food and beverage enterprises they receive service in the Erzincan province center. The SERVQUAL scale consists of 5 dimensions: “Fysical characteristics”, “Safety”, “Honesty”, “Safety” and “Empati”. The data obtained from the survey applied some visual statistics, reliability analysis, normality analysis, SERVQUAL points, t-test, one-way variance analysis. As a result of the study, there was a significant difference between the gender variable in terms of the SERVQUAL score, between the class levels in terms of the Empati SERVQUAL score, and between the age variable in terms of the physical characteristics SERVQUAL score. There was a significant difference between the monthly income of all sizes in terms of the SERVQUAL score. It is also concluded that the quality of the service that university students serving from food and beverage perceive is quite low and the expectations of students are not met.

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