Employees' Quality Perception of the Organization They Work For: An Application in the Food and Beverage Industry

Abstract

Purpose – The aim of the study is to examine the quality perceptions of employees working in the chain food and beverage sector regarding the organization they work for and to analyze the correlations that occur within the scope of the variables considered in the dimensions of quality management such as customer focus, senior management leadership, continuous improvement and full participation.
Design/methodology/approach – This research was conducted on employees working in various chain businesses operating in the food and beverage sector. As of 2024, there are a total of 4,256,000 people working in accommodation and food service activities in Turkey. Due to the difficulty of reaching this entire scope, a sample application area was created from food and beverage businesses operating in Ankara. In this context, a survey was applied to 525 employees working in Burger King, Starbucks, Hosta, New Castle, and Big Bang Burger chain businesses in Ankara. In the study, snowball sampling, one of the non-probability sampling methods, was selected, and interviews were conducted by determining people related to the research topic, and then other people were reached with the suggestions of these people. The survey method was used in the study, and Anova and t-test analyses were conducted.
Findings – It was observed that the perception of quality of the employees differed only according to age, and there was no difference in this regard on gender and marital status. In addition, according to other results of the research, it was determined that quality management has a strong positive relationship with customer focus, top management leadership, continuous improvement and full participation. According to this result, the results of the research conducted indicate that the establishment of the concept of quality in organizations and its application in management have a significant positive effect on the success and competitiveness of the organization.
Discussion – It is thought that the positive relationship between the top management leadership and quality management of the employees in the businesses within the scope of the study will be superior in providing crisis management, strategic thinking, providing team management within the business and bringing leadership skills to the forefront. In the light of this result, it is thought that the businesses have successful management teams and that the managers motivate the employees. It is thought that this research, which is conducted to measure the quality perception of the employees regarding the organization they work for, will contribute to the literature in the field and constitute a source for future scientific studies.