An Application in the Food and Beverage Businesses for Determining the Service Quality Perception

Abstract

This study is aimed to determine the guests’ perceptions of the service quality in food and beverage businesses operating in the destination of Denizli/Pamukkale. Data in the study is obtained via a structured interview form. The fact that the study is carried out only with the customers of certain businesses in the destination of Pamukkale constitutes the limitations of the study. Data obtained through 400 question forms in the study are analysed with reliability analysis, confirmatory factor analysis, analysis of variance (Anova) according to averages of expression and size and demographic characteristics. The obtained results show that, according to marital status single people perceive the service quality higher than married people and according to age, except for the age group 61 and over, as the age goes up, the perception of service quality generally decreases. Also as the education level rises, the perception of service quality increases. As a result, the perception of service quality depends on the demographic characteristics. Based on the findings of the study, it can be said that customers’ perceptions of service quality in businesses operating in Denizli are generally high.