Abstract:

The aim of the study is to examine the effect of perceived service quality on customer satisfaction. In the research service quality has been represented by assurance and responsiveness, empathy, reliability, physical evidence. Customer satisfaction has been examined on the basis of the service provider, the content of the service offered and the satisfaction compared to other enterprises. As a result of the research conducted for the customers of Canoglu Cafe & Restaurant located in the center of Kastamonu city, all dimensions of service quality have positive and significant effects on customer satisfaction. Reinforcing the perception of quality related to the provided service can be ensured by confidence, sensitivity and willingness to act created by employees with qualified and advanced communication skills, competence of tools and equipment, innovation, creativity and making difference related to the content of the service.

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