Abstract:

The competition in food and beverage enterprises is increasing every day, and the quality of service, customer satisfaction and customer loyalty are becoming important in this competition. Restaurants, which are an important part of the food and beverage industry, are expected to provide quality service to their customers to increase their competitiveness. Restaurant companies are trying to be sustainable by both protecting their existing customers and gaining new customers. It is intended to measure the quality of the service of food and beverage in the workplace. For this purpose, 206 of the restaurants that operate in Kocaeli or Yuvacık are selected by the easy sampling method. This study is an illustrative field research and is used by the survey technique in obtaining data. The survey form created in this framework was applied face-to-face between 15.06.2022-15.10.2022. To measure the quality of service in restaurants, Stevens vd. The DINESERV scale, developed by (1995) and adapted to Turkish by Giritlioğlu (2012) was used and the scale was addressed under four factors: physical characteristics, reliability, enthusiasm and empathy. The data obtained is subject to frequency, factor analysis and reliability analysis. In addition, t-tests on data and One Way ANOVA, correlation analyses have been implemented in order to find out whether the quality of service differs according to demographic characteristics. The study found that according to the customer’s scale total score average, the restaurant service quality level was good, satisfactory, and the reliability sub-dimension had the highest score. There has also been a significant difference between gender and professional variables from the customer’s identifying characteristics and the low-dimensional enthusiasm for restaurant service quality.

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