Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği
Yıl: 2017 Cilt: 7 Sayı: 2 Sayfa Aralığı: 147 - 170 Metin Dili: Türkçe DOI: 10.18074/ckuiibfd.371995 İndeks Tarihi: 31-12-2018
Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği
Öz: Bu araştırmanın amacı, restoran işletmelerinde hizmet kalitesinin müşteri memnuniyeti ve müşteri sadakati üzerindeki etkisini incelemektir. Buna ek olarak, araştırmada restoran işletmelerinde müşteri memnuniyetinin müşteri sadakatine etkisini ortaya koymak amaçlanmaktadır. Restoran işletmesinde hizmet kalitesi, DINESERV ölçüm modeli kullanılarak ölçülmüştür. Araştırmanın evrenini, Bartın’da faaliyet gösteren Oba restoran işletmesinin müşterileri oluşturmaktadır. Araştırmada nicel yöntem kullanılmış ve araştırma verileri, yüz yüze anket tekniğiyle toplanmıştır. Elde edilen veriler, SPSS 18.0 paket programı kullanılarak analiz edilmiştir. Analiz sonucunda, restoran işletmelerinde hizmet kalitesi boyutlarından fiziksel özellikler ve güven ve empati boyutlarının müşteri memnuniyeti üzerinde pozitif bir etkiye sahip olduğu buna karşın güvenilirlik ve heveslilik boyutlarının müşteri memnuniyeti üzerinde anlamlı bir etkisinin olmadığı belirlenmiştir. Buna ek olarak, restoran işletmesinde hizmet kalitesinin tüm boyutlarının ve müşteri memnuniyetinin müşteri sadakatini etkilediği tespit edilmiştir.
Anahtar Kelime: Konular:
The Effect of the Service Quality to Customer Satisfaction and Loyalty: Case of Oba Restaurant
Öz: The aim of this research is to examine the effect of service quality to customer satisfaction and loyalty in restaurants. In addition, another purpose of the paper is to discover the effect of customer satisfaction to customer loyalty in restaurants. Service quality in restaurant was measured using the DINESERV measurement model. The population of the research consists of the customers of Oba Restaurant operating in Bartın. In this research, quantitative method was used and research data were collected through face-to-face survey technique. Obtained data were analyzed using the SPSS 18.0 package program. Obtained data were analyzed by using SPSS 18.0 package program. As a result of analysis, it has been revealed that tangibles, and empathy and assurance have significantly positive affect on customer satisfaction whereas reliability and responsiveness have not. In addition, all dimensions of service quality and customer satisfaction have a significant effect on customer loyalty in restaurant.
Anahtar Kelime: Konular:
Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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| APA | Bilgin Y (2017). Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği. , 147 - 170. 10.18074/ckuiibfd.371995 |
| Chicago | Bilgin Yusuf Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği. (2017): 147 - 170. 10.18074/ckuiibfd.371995 |
| MLA | Bilgin Yusuf Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği. , 2017, ss.147 - 170. 10.18074/ckuiibfd.371995 |
| AMA | Bilgin Y Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği. . 2017; 147 - 170. 10.18074/ckuiibfd.371995 |
| Vancouver | Bilgin Y Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği. . 2017; 147 - 170. 10.18074/ckuiibfd.371995 |
| IEEE | Bilgin Y "Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği." , ss.147 - 170, 2017. 10.18074/ckuiibfd.371995 |
| ISNAD | Bilgin, Yusuf. "Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği". (2017), 147-170. https://doi.org/10.18074/ckuiibfd.371995 |
| APA | Bilgin Y (2017). Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği. Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 7(2), 147 - 170. 10.18074/ckuiibfd.371995 |
| Chicago | Bilgin Yusuf Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği. Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 7, no.2 (2017): 147 - 170. 10.18074/ckuiibfd.371995 |
| MLA | Bilgin Yusuf Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği. Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, vol.7, no.2, 2017, ss.147 - 170. 10.18074/ckuiibfd.371995 |
| AMA | Bilgin Y Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği. Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2017; 7(2): 147 - 170. 10.18074/ckuiibfd.371995 |
| Vancouver | Bilgin Y Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği. Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2017; 7(2): 147 - 170. 10.18074/ckuiibfd.371995 |
| IEEE | Bilgin Y "Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği." Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 7, ss.147 - 170, 2017. 10.18074/ckuiibfd.371995 |
| ISNAD | Bilgin, Yusuf. "Restoran İşletmelerinde Hizmet Kalitesinin Müşteri Memnuniyetine ve Sadakatine Etkisi: Oba Restoran Örneği". Çankırı Karatekin Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 7/2 (2017), 147-170. https://doi.org/10.18074/ckuiibfd.371995 |
