Abstract:

The most important thing for restaurants that offer food and beverage services is the satisfaction of customers. The physical conditions of the restaurants are important for customers aimed at meeting their desires and needs. However, as restaurants are work-intense service, the personals behavior that is directly communicated also has a part in the formation of customer satisfaction. In this context, the purpose of the work is to determine the impact of staff communication level on customer satisfaction. In accordance with the specified purpose, 427 customers who visited the restaurants in Safranbolu were surveyed and the personal level of communication perceptions and satisfactions were examined. The findings show that communication has a significant impact on customer satisfaction.

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