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

Yıl 2018, Cilt: 10 Sayı: 2, 17 - 30, 31.12.2018

Aslı Özge Özgen Çiğdemli , Aysen Ercan İştin

Öz

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 .

Anahtar Kelimeler

Restaurant Businesses, Service Quality, DINESERV Model.

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

Öz

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.

Kaynakça

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