Özet:

Research aim: The aim of this study is to identify the understanding level of employees towards customers’ food and beverage expectations and perceptions in thermal hotels.Method: Two different questionnaire forms were developed in this study. The questionnaire forms were filled out both 389 customers who stayed in thermal hotels located in Balıkesir and Bursa cities and 130 food and beverage employees who work on these hotels’ food and beverage departments.Findings and Results: According to Explatory and Confirmatory factor analysis, the service quality construct of thermal hotels’ food and beverage provision had five dimensions and 22 items. However, It was found in the study that the food and beverage employees did not understand well both customers’ expectations and perceptions in these hotels’ food and beverage provision.Recommendations: Some recommendations are given to thermal hotel managers so as to increase of employees understand level of customers’ expectations and perceptions in thermal hotels’ food and beverage services in this study

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