Journal of Yaşar University

Yazarlar: ÇETİN AKKUŞ GÜLİZAR CENGİZ

Konular:-

DOI:10.19168/jyu.37495

Anahtar Kelimeler:Customer Satisfaction,Hotel Restaurants,Erzurum

Özet: Unlike other food and beverage enterprises, hotel restaurants contain a more spesific food range. Especially five-star hotels have many restaurants and bars enriched with various names and themes. The quests who get benefit from these facilities are more cautious and want to leave satisfied as they pay more at hotel restaurants and bars. In this study, we aimed to determine the level of the customer satisfaction of the five-star hotel restaurants and to spot the variables that cause customers dissatisfaction. A questionnaire which involves 33 questions about the individual demographic information, the variable in restaurant character and customer satisfaction, was conducted among 212 customers. As a result of the study, food quality, service quality, and price and value dimensions were found to affect customer satisfaction.

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