Abstract:

The importance of service and service quality have increased day by day due to increasing in the number of restaurants in the food & beverage sector where the competition has increased rapidly. Therefore, customers’ expectations oriented provide service quality is vital for restaurants. For this reason, the aim of study is revealed customer perceptions of the service quality in the restaurants by DINESERV Model. In this study conducted between June and July 2017, the data collected by the questionnaire were obtained with the participation of 83 persons. Frequency, reliability and factor analysis were used for the analysis of the data. As a result of the research, five dimensions related to factor analysis were determined. Results of the study show that the quality of service in the restaurants is composed of five dimensions. In addition, as a result of the reliability analysis, DINESERV scale and its dimensions are reliable because Cronbach’s Alpha value is greater than 0,60 .

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