Service Quality Assessment of an Airport Restaurants Using ImportantPerformance Analyze

İşletme Araştırmaları Dergisi

卷:6

Aslı Albayrak¹ 

[1] İstanbul Arel University;

关键词: Restaurant;    service quality;    DINESERV;   

DOI  :  

来源: DOAJ

【 摘 要 】

Intoday’s,becauseofsomereasonssuchasincreaseindisposableincome, urbanization and decreasing time due to the education and work increase number of people eating in restaurants and depend ofthis,number of restaurant has increased with every passing day. That’s why ıt’s vitally important for a restaurant to meet the demandsandexpectations ofcustomersandofferqualityserviceforthesurvival. Therefore, the aim of this study was to identify gap between customers’ demands and expectation and correspondingly service quality in Turkish airline restaurants.Eight fastfoodrestaurantsinIstanbulAtatürkAirlinewereselectedforthisstudy. Questionnaireswereusedtocollectdataand321airline restaurantcostumer responded to the questionnaire distributed between the months of February and May in 2014. For data analysis, frequency tables and t test were used. According to the results, when customers identify some service quality dimensions are sufficient, they identify other service quality dimensions inadequate.

【 授权许可】

Unknown