Abstract:

The quality of service for the customer is measured by the level of satisfaction of their expectations. The aim of this study is to measure service quality in catering businesses. For this purpose, a questionnaire was applied to customers who have food and beverage service from Karadeniz Technical University Tourism Education and Practice Business Administration operating in Trabzon. 200 customers were included in the survey. The levels of service quality expected and perceived by the customers have been measured using the Servqual scale. According to the findings, the factors with the highest Servqual score were “empathy” and “trust”. The factor with the lowest Servqual score is the “health information” factor with a negative score. Therefore, it was found that this factor could not meet the expectations of its customers. In order to increase the quality of service, it has been determined that arrangements and improvements should be made in the elements of "information about nutrition and calorie values in menus" and "giving preference to diet, vegetarian etc. menus" in the "health information" factor

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