MEASUREMENT OF SERVICE QUALITY IN RESTAURANTS THROUGH LOCAL FOOD SERVICE

Abstract

Author(s): Sad?k SEREK

In parallel with the development of gastronomic tourism, food and beverage companies have also made significant progress. The provision of quality services in these enterprises is seen as the ultimate goal. Customers who determine the quality of food and beverage companies. For this reason, how the quality is perceived by customers in food and beverage companies is of great importance. In the study, it is aimed to measure the quality of the service given in local food and beverage companies by SERVQUAL model. In SERVQUAL model, service quality is measured by comparing customer expectations and perceptions. The aim of this study was to measure the quality of the service provided in the local food and beverage companies in Diyarbak?r. As a result of the study, it was determined that the average of perception of tourists was higher than the average of expectations. Accordingly, it is concluded that the quality is high. According to SERVQUAL scale based on comparison of expectations and perceptions of tourists, quality assurance is the lowest; the highest dimension was determined as empathy.

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