Restoran Hizmetleri ve Yemek Kalitesinin Müşteri Memnuniyete Etkisi: Erzurum Örneği

Year 2025, Volume: 22 Issue: 2, 288 - 303

Muhammed Taş , Fatma Başar

https://doi.org/10.24010/soid.1513961

Abstract

Bu araştırma, Erzurum’daki yiyecek içecek işletmelerinin sunduğu hizmet kalitesi ve yemek özelliklerinin müşteri memnuniyeti üzerindeki etkisini belirlemek amacıyla gerçekleştirilmiştir. Çalışmada, müşteri memnuniyetini etkileyen temel faktörler analiz edilerek, hizmet kalitesi, yemeklerin lezzeti, sunumu ve hijyen gibi unsurların önemi vurgulanmıştır. Erzurum’da yöresel yemek hizmeti veren restoranları ziyaret eden müşteriler ve farklı illerden Erzurum’a üniversite eğitimi için gelen öğrenciler üzerinde anket uygulanarak 337 veri toplanmıştır. Elde edilen bulgular doğrultusunda, işletmelerin müşteri beklentilerini karşılayabilmesi için gerekli iyileştirmeler önerilmiş ve kaliteli hizmet ile yüksek nitelikli yemeklerin müşteri memnuniyetini artırmada kritik bir rol oynadığı ortaya konulmuştur. Yine araştırma kapsamında elde edilen bulgular doğrultusunda, Erzurum’daki yiyecek içecek işletmelerinin müşteri memnuniyetini artırabilmesi için hizmet kalitesine yönelik iyileştirmeler yapması önerilmektedir. Özellikle yemeklerin lezzeti, sunumu ve hijyen standartlarının geliştirilmesi, müşteri memnuniyetini artırmada önemli bir faktör olarak öne çıkmaktadır.

Keywords

Yiyecek Nitelikleri, Restoran Hizmetleri, Erzurum

Ethical Statement

Atatürk Üniversitesi Sosyal ve Beşerî Bilimler Etik Kurulu’nun E.88656144-000-2400055437 sayı 13.02.2024 tarih ve 04/46 sayılı toplantısında alınmıştır.

The Impact of Restaurant Services and Food Quality on Customer Satisfaction: The Case of Erzurum

Abstract

This study was conducted to determine the impact of service quality and food characteristics offered by food and beverage establishments in Erzurum on customer satisfaction. In the study, the key factors affecting customer satisfaction were analyzed, emphasizing the significance of service quality, taste, presentation, and hygiene of the food. A survey was conducted among customers who visited restaurants serving local cuisine in Erzurum and university students from different provinces studying in Erzurum, resulting in the collection of 337 data points. Based on the findings, necessary improvements were suggested to help businesses meet customer expectations, and it was revealed that high-quality service and well-prepared meals play a crucial role in enhancing customer satisfaction. Furthermore, the findings indicate that food and beverage establishments in Erzurum should implement improvements in service quality to enhance customer satisfaction. In particular, enhancing the taste, presentation, and hygiene standards of food emerges as a key factor in increasing customer satisfaction.

Keywords

Food Quality, Restaurant Services, Erzurum

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