MEASURING THE SERVİCE QUALITY WITH DINESERV MODEL AT THE FOOD AND BEVERAGE BUSINESSES: CASE OF ÇANAKKALE

Abstract

Food and beverage industry is continuous, undergoes a change and day by day growing. So customers’ requests from business have been increasing gradually. Businesses practice various marketing strategies in order to meet successfully customer’s requests at fierce conditions of competition. In this context, purpose of this study is to measure the quality of service offered within the three, four and five-star hotels food and beverage businesses certified by Ministry of Tourism in Çanakkale. For this purpose; this study were conducted on a total of 418 questionnaires that were filled by customers from the food and beverage businesses. Descriptive statistics, reliability analysis, test T, test of One Way Anova and correlation analysis have been used in the study. As a result of analyzes, it was found that service quality affected customer satisfaction.