Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi

Yazarlar: S.süreyya BENGÜL, Ömer Zafer GÜVEN

Konular:Otelcilik, Konaklama, Spor ve Turizm

DOI:10.31795/baunsobed.657536

Anahtar Kelimeler:: Physical Environment Quality,Food Quality,Service Quality,Perceived Value,Customer Satisfaction,Customer Loyalty,Food and Beverage Businesses

Özet: The aim of this study is to examine the effect of the service quality dimension on percieved value, customer satisfaction and customer loyalty in food and beverage businesses. Physical environment quality, food quality and service quality were determined as the dimensions of service quality in the food and beverage businesses after a comprehensive literature review. The data were collected by surveys from a total of 438 customers who purchased service from 4 restaurants operating in Kütahya. The relationships between variables were tested using the structural equation model. As a result of the research, it was found that only food quality had a significant effect on both perceived value and customer satisfaction, whereas physical quality and service quality only had a significant effect on customer satisfaction. In addition, it was found that customer satisfaction and perceived value are important determinants of customer loyalty.

---