RESTORANLARDA MÜŞTERİ HİZMET KALİTESİ ALGISININ DINESERV MODELİ İLE DEĞERLENDİRİLMESİ: ŞIRNAK ÖRNEĞİ

Rekabetin hızla arttığı yiyecek & içecek sektörü içerisinde yer alan restoran işletmelerinin sayılarının artması nedeniyle, müşteriler açısından hizmet ve hizmetin niteliği önem kazanmıştır. Dolayısıyla müşterilerin beklentilerine yönelik kaliteli hizmet sunmak, restoran işletmeleri için rekabet avantajı sağlayacak önemli bir unsurdur. Bu çalışmanın amacı, Şırnak ilindeki restoranlarda müşteri hizmet kalitesi algısını DINESERV modeli ile ortaya koymaktır. Haziran – Temmuz 2017 tarihleri arasında yürütülen çalışmada anket ile toplanan veriler, 83 kişinin katılımıyla elde edilmiştir. Verilerin analizi için frekans, güvenirlik ve faktör analizinden yararlanılmıştır. Araştırma sonucunda yapılan faktör analizinde restoran hizmet kalitesine ilişkin beş boyut tespit edilmiştir. Ayrıca güvenirlik analizi sonucunda Cronbach’s Alpha değerlerinin 0,60’tan büyük olması, DINESERV ölçeğinin güvenilirliğini olumsuz yönde etkileyen herhangi bir önermenin olmadığını ve ölçeğin boyutlarının oldukça güvenilir olduğunu göstermektedir.

Anahtar Kelimeler:

Restoran İşletmeleri, Hizmet Kalitesi, DINESERV Modeli.

AN ASSESSMENT OF THE CUSTOMER PERCEPTION OF SERVICE QUALITY IN THE RESTAURANTS BY USING DINESERV MODEL: SAMPLE OF ŞIRNAK

The importance of service and service quality have increased day by day due to increasing in the number of restaurants in the food & beverage sector where the competition has increased rapidly. Therefore, customers’ expectations oriented provide service quality is vital for restaurants. For this reason, the aim of study is revealed customer perceptions of the service quality in the restaurants by DINESERV Model. In this study conducted between June and July 2017, the data collected by the questionnaire were obtained with the participation of 83 persons. Frequency, reliability and factor analysis were used for the analysis of the data. As a result of the research, five dimensions related to factor analysis were determined. Results of the study show that the quality of service in the restaurants is composed of five dimensions. In addition, as a result of the reliability analysis, DINESERV scale and its dimensions are reliable because Cronbach’s Alpha value is greater than 0,60 .

Keywords:

Restaurant Businesses, Service Quality, DINESERV Model.,

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