Service Quality Assessment of an Airport Restaurants Using Important Performance Analyze

Abstract

In today’s, because of some reasons such as increase in disposable income, urbanization and decreasing time due to the education and work increase number of people eating in restaurants and depend of this, number of restaurant has increased with every passing day. That’s why ıt’s vitally important for a restaurant to meet the demands and expectations of customers and offer quality service for the survival. Therefore, the aim of this study was to identify gap between customers’ demands and expectation and correspondingly service quality in Turkish airline restaurants. Eight fast food restaurants in Istanbul Atatürk Airline were selected for this study. Questionnaires were used to collect data and 321 airline restaurant costumer 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.