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HİZMET KALİTESİ MEMNUNİYET İLİŞKİSİ: ÜNİVERSİTE KAMPÜSÜNDE FAALİYET GÖSTEREN YİYECEK İÇECEK İŞLETMELERİNDE KARŞILAŞTIRMALI BİR UYGULAMA

Year 2015, Issue: 34, 1 - 23, 01.06.2015

Aydan Bekar Burhan Kılıç

Abstract

Muğla Sıtkı Koçman Üniversitesi kampüsünde faaliyet gösteren farklı işletmelerin hizmet kalitesinin değerlendirilmesi ve hizmet kalitesinin tüketici memnuniyetine etkisini saptamak amacıyla yapılan bu araştırmada; tüketiciler A işletmesinden en fazla sadece içecek içme amaçlı, B ve C işletmelerinden yemek yeme amaçlı, D işletmesinden sadece oturma, zaman geçirme amaçlı yararlanırken; A, C ve D işletmelerini ulaşım kolaylığından, B işletmesini fiyatların uygun olmasından dolayı tercih etmektedirler. Genel hizmet kalitesi puanı en fazla olan işletmenin B işletmesi olduğu, bunu sırayla C, D ve A işletmelerinin takip ettiği görülmektedir. Tüketicilerin genel memnuniyet puanı ortalamalarının işletmelerin hizmet kalitesi değerlendirmelerine paralel olduğu; memnuniyet puanı ortalamalarına göre işletmelerin sırasıyla B, C, D ve A işletmeleri olduğu belirlenmiştir. Tüketicilerin genel hizmet kalitesi değerlendirmeleri ile memnuniyet düzeyleri arasındaki ilişkiyi belirlemek için yapılan basit regresyon analizine göre A, B, C ve D işletmelerinden yararlanan tüketicilerin genel hizmet kalitesi değerlendirmeleri ile memnuniyet düzeyleri arasında pozitif yönde anlamlı (p=0,000) bir ilişki olduğu tespit edilmiştir.

Keywords

Yiyecek içecek işletmeleri hizmet kalitesi memnuniyet kampüs

References

  • Bitner, M. J. (1990). “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses”. Journal of Marketing 54(2): 69-82.
  • Bougoure, U.S. ve Neu, M.K. (2010). “Service Quality in the Malaysian Fast Food Industry: An Examination Using DINESERV”. Services Marketing Quarterly 31(2): 194-212.
  • Bozdağ, N., Altan, Ş. ve Atan, M. (2003). “Hizmet Sektöründe Toplam Hizmet Kalitesinin Servqual Analizi ile Ölçümü ve Bankacılık Sektöründe Bir Uygulama”. VI. Ulusal Ekonometri ve İstatistik Sempozyumu. Gazi Üniversitesi, Ankara, 29 - 30 Mayıs 2003.
  • Carvalho, F. A. ve Leite, V. F. (1999). “Attribute Importance in Service Quality: An Empirical Test of The PBZ Conjecture in Brazil”. International Journal of Service Industry Management 10(5): 487-504.
  • Caruana, A. (2002). “Service Loyalty; The Effects of Service Quality and the Mediating Role of Customer Satisfaction”. Europen Journal of Marketing 36: 811-828.
  • Crosby, P.B. (1979).Quality İs Free.New York.McGraw-Hill.
  • Dabholkar, P. A. (1995). “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service Quality”. Advances in Consumer Research 22:101-108.
  • Dursun, Y. ve Çerçi, M. (2004). “Algılanan Sağlık Hizmeti Kalitesi, Algılanan Değer, Hasta Tatmini ve Davranışsal Niyet İlişkileri Üzerine Bir Araştırma”. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 23: 1-16.
  • Eleren, A., Bektaş, Ç. ve Görmüş, A. Ş. (2007). “Hizmet Sektöründe Hizmet Kalitesinin Servqual Yöntemi ile Ölçülmesi ve Hazır Yemek İşletmesinde Bir Uygulama”. Finans Politik & Ekonomik Yorumlar 44(514):75-88.
  • Eleren, A. ve Kılıç, B. (2007). “Turizm Sektöründe Servqual Analizi ile Hizmet Kalitesinin Ölçülmesi ve Bir Termal Otelde Uygulama”. Afyon Kocatepe Üniversitesi İ.İ.B.F. Dergisi IX(1): 235-263.
  • Eragi, M. I. (2006). “Tourism Services Quality (TourServQual) in Egypt The Viewpoints of External and Internal Customers”. Benchmarking: An International Journal 13(4): 469-492.
  • Falces Delgado, C., Sierra Diez, B., Becerra Grande, A.L. ve Brinol Turnes, P. (1999). “HOTELQUAL: Una Escala Para Medir La Calidad Percibida En Servicios De Alojamiento”. Estudios Turísticos 139: 95-110.
  • Farkas, D. (1993). “Why They Choose Fast Food”. Restaurant Hospitality: 62.
  • Frochot, I ve Hughes, H.(2000). “Histoqual: The Development of a Historic Houses Scale”. Tourism Management 21: 157-167.
  • Getty, J.M. ve Thompson, K.N. (1994). “The Relationship Between Quality, Satisfaction, and Recommending Behaviour in Lodging Decisions”. Journal of Hospitality and Leisure Marketing 2(3):3-22.
  • Getty, J. M. ve Getty, R. L. (2003). “Lodging Quality index (LQİ): Assessing Customers’ Perceptions of Quality Delivery”. International Journal of Contemporary Hospitality Management 15(2): 94-104.
  • Gramling, L., Byrd, R., Epps, L., Keith, D., Lick, R. ve Tian, R. (2005). “Foodservice Management and İts Impact on College Operations: A Business Anthropological Case Study”. Foodservice Research International 16 (1): 15-43.
  • Gürsoy, D., Chen, M. H. ve Kim, H. J. (2005). “The US Airlines Relative Positioning Based on Attributes of Service Quality”. Tourism Management 26:57-67.
  • Hall, S.S. (1990). Quality Assurance in the Hospitality İndustry, Milwaukee. ASQC Quality Press.
  • Hoffmand, K. ve Bateson, J. E. (1997). Essential of Service Marketing. USA: The Dryden Pres.
  • Juran, J.M. (1980) Quality Planning and Analysis: From Product Development Through Use. New York. McGraw-Hill.
  • Khan, M. (2003). “ECOSERVE: Ecotourists’ Quality Expectations”. Annals of Tourism Research 30(1): 109-124.
  • Kılıç, B. ve Eleren, A. (2010). “Termal Otel İşletmelerinde Hizmet Kalitesinin Ölçülmesi”. Süleyman Demirel Üniversitesi İİBF Dergisi (15)3: 119-142.
  • Kılıç, B. ve Bekar, A. (2012). “Üniversite Kampüsü İçerisinde Yiyecek İçecek Hizmeti Sunan İşletmelerin Hizmet Kalitesinin Değerlendirilmesi ve Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi”. Seyahat ve Otel İşletmeciliği Dergisi (SOİD) 9 (3): 38-51.
  • Kılıç, B. ve Kurnaz, A. (2012). “Yiyecek İçecek İşletmelerinde Hizmet Kalitesinin Dineserv Modeli ile Ölçümü”. Finans, Politik ve Ekonomik Yorumlar Dergisi 49(564): 87-104.
  • Kılıç, B. ve Ok, S. (2012). “Otel İşletmelerinde Müşteri Şikayetleri ve Şikayetlerin Değerlendirilmesi”. Journal of Yaşar University 25(7): 4189-4202.
  • Kim, W.G., Nee Ng, C. Y. ve Kim, Y-S. (2009). “Influence of İnstitutional DINESERV on Customer Satisfaction, Return İntention, and Word-of-Mouth”. International Journal of Hospitality Management 28: 10-17.
  • Kim, H-S., Lee, S-M. ve Juan, J.J. (2012). “Assessing College Students’ Satisfaction with University Foodservice”. Journal of Foodservice Business Research 15:39-48.
  • Klassen, J.K., Trybus, E. ve Kumar, A. (2005). “Planning Food Services for a Campus Setting”. International Journal of Hospitality Management 24(4):579-609.
  • Knutson, B., Stevens, P., Wullaert, C., Patton, M. ve Yokoyama, F.(1990). “LODGSERV: A Service Quality Index for the Lodging İndustry”. Hospitality Research Journal 14 (2): 227-284.
  • Kotler, P. (2003). Marketing Management. Pearson Education Inch. Fifth Edition.
  • Landrum, H., Prybutok, V., Zhang, X. ve Peak, D. (2009). “Measuring IS System Service Quality with Servqual: Users’ Perceptions of Relative Importance of the Five Servperf Dimensions”. Informing Science: the International Journal of an Emerging Transdiscipline 12: 17-35.
  • Mackay, K.J. ve Crompton, J.L. (1988). “A Conceptual Model of Consumer Evaluation of Recreation Service Quality”. Leisure Studies 7: 41-49.
  • Markovic, S., Raspor, S. ve Segaric, K. (2010). “Does Restaurant Performance Meet Customers’ Expectatıons? An Assessment of Restaurant Service Quality Using a Modified Dıneserv Approach”. Tourism and Hospitality Management 16(2): 181-195.
  • Mattila, A.S. (2001). “Emotional Bonding and Restaurant Loyalty”. Cornell Hotel and Restaurant Administration Quarterly 42(6):73-79.
  • Mei, A.W.O., Dean, A.M. ve White, C.J. (1999). “Analyzing Service Quality in the Hospitality Industry”. Managing Service Quality 9: 136-143.
  • Mohsin, A. (2003). “Service Quality Assessment of Restaurants in Darwin, NT, Australia”. Journal of Hospitality and Tourism Management 10(1): 23-34.
  • Nadiri, H. ve Hussain, K. (2005). “Diagnosing the Zone of Tolerance for Hotel Services”. Managing Service Quality 15(3): 259-277.
  • Nee Ng, Y. (2005). “A Study of Customer Satisfaction, Return Intention and Word of Mouth Endorsement in University Dining Facilities”. Master of Science Thesis, Oklahama State University.
  • Nitecki, D. A. ve Hernon, P. (2000). “Measuring Service Quality at Yale University’s Libraries”. The Journal of Academic Librarianship 26(4): 259-273.
  • Okumuş, A. ve Asil, H. (2007). “Hizmet Kalitesi Algılamasının Havayolu Yolcularının Genel Memnuniyet Düzeylerine Olan Etkisinin İncelenmesi”. İ.Ü. İşletme Fakültesi İşletme Dergisi, 36(2): 07–29.
  • Oliver, R.L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. Singapur: McGraw-Hill International Editions
  • Parasuraman, P.A., Zeithaml, V.A. ve Berry L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing 49: 41 - 50.
  • Parasuraman, P.A., Zeithaml, V.A. ve Berry L.L. (1988). SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing 64(1): 12-40.
  • Pettijohn, L.S., Pettijohn, C.E. ve Luke, R.H. (1997) “An Evaluation of Fast Food Restaurant Satisfaction: Determinants, Competitive Comparisons and İmpact on Future Patronage”. Journal of Restaurant and Foodservice Marketing 2 (3), 3–20.
  • Pun. K.-F. ve Ho, K.-Y. (2001). “Identification of Service Quality Attributes for Restaurant Operations: A Hong Kong Case”. Managing Service Quality 11(4): 233-240.
  • Qu, H. (1997). “Determinant Factors and Choice İntention for Chinese Restaurant Dining: A Multivariate Approach”. Journal of Restaurant and Foodservice Marketing 2(2):3549.
  • Ruetzler, T. (2007). “The Development of a University Foodservice Quality Survey Instrument: A Culture Different Perspective”. Journal of Quality Assurance in Hospitality and Tourism 8(1): 27-47.
  • Ruetzler, T. Hertzman, J. ve Taylor, J. (2009). “A Comparative Analysis of The Impact of Culture on University Foodservice Satisfaction: A Pilot Study”. Journal of Foodservice 20: 200-208.
  • Spreng, R. A. ve Mackoy, R. D. (1996). “An Empirical Examination of a Model of Perceived Service Quality and Satisfaction”. Journal of Retailing 72:201-14.
  • Stevens, P., Knutson, B. ve Patton, M. (1995). “DINESERV: A Tool for Measuring Service Quality in Restaurants”. Cornell Hotel and Restaurant Administration Quarterly 36 (2): 56–60.
  • Sulek, J. M. ve Hensley, R. L. (2004). “The Relative İmportance of Food, Atmosphere and Fairness of Wait”. Cornell Hotel and Restaurant Administration Quarterly 45 (3):235-247
  • Taylor, S. A. ve Baker, T. L. (1994). “An Assessment of the Relationship between Service Quality and Customer Satisfaction in The Formation of Consumers’ Purchase İntentions”. Journal of Retailing 70(2):163-178.
  • Taylor, S. A. (1997). “Assessing Regression-Based İmportance Weights for Quality Perceptions and Satisfaction Judgments in the Presence of Higher Order and or İnteraction Effects”. Journal of Retailing 13(1):135-159.
  • Tribe, J. ve Snaith, T. (1998). “From SERVQUAL to HOLSAT: Holiday Satisfaction in Varadero, Cuba”. Tourism Management 19(1): 25-34.
  • Tsai, M. T., Wu, H. L. ve Liang, W. K. (2008). “Fuzzy Decision Making for Market Positioning and Developing Strategy for Improving Service Quality in Department Stores”. Quality and Quantity 42: 303–319.
  • Witkowski, T. ve Wolfinbarger, M. (2002). “Comparative Service Quality: German and American Ratings Across Service Settings”. Journal of Business Research 55: 875-881.
  • Yüksel, A. ve Yüksel, F. (2002). “Measurement of Tourist Satisfaction with Restaurant Services: A Segment-Based Approach”. Journal of Vacation Marketing 9(1):52-68.

Year 2015, Issue: 34, 1 - 23, 01.06.2015

Aydan Bekar Burhan Kılıç

Abstract

References

  • Bitner, M. J. (1990). “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses”. Journal of Marketing 54(2): 69-82.
  • Bougoure, U.S. ve Neu, M.K. (2010). “Service Quality in the Malaysian Fast Food Industry: An Examination Using DINESERV”. Services Marketing Quarterly 31(2): 194-212.
  • Bozdağ, N., Altan, Ş. ve Atan, M. (2003). “Hizmet Sektöründe Toplam Hizmet Kalitesinin Servqual Analizi ile Ölçümü ve Bankacılık Sektöründe Bir Uygulama”. VI. Ulusal Ekonometri ve İstatistik Sempozyumu. Gazi Üniversitesi, Ankara, 29 - 30 Mayıs 2003.
  • Carvalho, F. A. ve Leite, V. F. (1999). “Attribute Importance in Service Quality: An Empirical Test of The PBZ Conjecture in Brazil”. International Journal of Service Industry Management 10(5): 487-504.
  • Caruana, A. (2002). “Service Loyalty; The Effects of Service Quality and the Mediating Role of Customer Satisfaction”. Europen Journal of Marketing 36: 811-828.
  • Crosby, P.B. (1979).Quality İs Free.New York.McGraw-Hill.
  • Dabholkar, P. A. (1995). “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service Quality”. Advances in Consumer Research 22:101-108.
  • Dursun, Y. ve Çerçi, M. (2004). “Algılanan Sağlık Hizmeti Kalitesi, Algılanan Değer, Hasta Tatmini ve Davranışsal Niyet İlişkileri Üzerine Bir Araştırma”. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 23: 1-16.
  • Eleren, A., Bektaş, Ç. ve Görmüş, A. Ş. (2007). “Hizmet Sektöründe Hizmet Kalitesinin Servqual Yöntemi ile Ölçülmesi ve Hazır Yemek İşletmesinde Bir Uygulama”. Finans Politik & Ekonomik Yorumlar 44(514):75-88.
  • Eleren, A. ve Kılıç, B. (2007). “Turizm Sektöründe Servqual Analizi ile Hizmet Kalitesinin Ölçülmesi ve Bir Termal Otelde Uygulama”. Afyon Kocatepe Üniversitesi İ.İ.B.F. Dergisi IX(1): 235-263.
  • Eragi, M. I. (2006). “Tourism Services Quality (TourServQual) in Egypt The Viewpoints of External and Internal Customers”. Benchmarking: An International Journal 13(4): 469-492.
  • Falces Delgado, C., Sierra Diez, B., Becerra Grande, A.L. ve Brinol Turnes, P. (1999). “HOTELQUAL: Una Escala Para Medir La Calidad Percibida En Servicios De Alojamiento”. Estudios Turísticos 139: 95-110.
  • Farkas, D. (1993). “Why They Choose Fast Food”. Restaurant Hospitality: 62.
  • Frochot, I ve Hughes, H.(2000). “Histoqual: The Development of a Historic Houses Scale”. Tourism Management 21: 157-167.
  • Getty, J.M. ve Thompson, K.N. (1994). “The Relationship Between Quality, Satisfaction, and Recommending Behaviour in Lodging Decisions”. Journal of Hospitality and Leisure Marketing 2(3):3-22.
  • Getty, J. M. ve Getty, R. L. (2003). “Lodging Quality index (LQİ): Assessing Customers’ Perceptions of Quality Delivery”. International Journal of Contemporary Hospitality Management 15(2): 94-104.
  • Gramling, L., Byrd, R., Epps, L., Keith, D., Lick, R. ve Tian, R. (2005). “Foodservice Management and İts Impact on College Operations: A Business Anthropological Case Study”. Foodservice Research International 16 (1): 15-43.
  • Gürsoy, D., Chen, M. H. ve Kim, H. J. (2005). “The US Airlines Relative Positioning Based on Attributes of Service Quality”. Tourism Management 26:57-67.
  • Hall, S.S. (1990). Quality Assurance in the Hospitality İndustry, Milwaukee. ASQC Quality Press.
  • Hoffmand, K. ve Bateson, J. E. (1997). Essential of Service Marketing. USA: The Dryden Pres.
  • Juran, J.M. (1980) Quality Planning and Analysis: From Product Development Through Use. New York. McGraw-Hill.
  • Khan, M. (2003). “ECOSERVE: Ecotourists’ Quality Expectations”. Annals of Tourism Research 30(1): 109-124.
  • Kılıç, B. ve Eleren, A. (2010). “Termal Otel İşletmelerinde Hizmet Kalitesinin Ölçülmesi”. Süleyman Demirel Üniversitesi İİBF Dergisi (15)3: 119-142.
  • Kılıç, B. ve Bekar, A. (2012). “Üniversite Kampüsü İçerisinde Yiyecek İçecek Hizmeti Sunan İşletmelerin Hizmet Kalitesinin Değerlendirilmesi ve Hizmet Kalitesinin Müşteri Memnuniyetine Etkisi”. Seyahat ve Otel İşletmeciliği Dergisi (SOİD) 9 (3): 38-51.
  • Kılıç, B. ve Kurnaz, A. (2012). “Yiyecek İçecek İşletmelerinde Hizmet Kalitesinin Dineserv Modeli ile Ölçümü”. Finans, Politik ve Ekonomik Yorumlar Dergisi 49(564): 87-104.
  • Kılıç, B. ve Ok, S. (2012). “Otel İşletmelerinde Müşteri Şikayetleri ve Şikayetlerin Değerlendirilmesi”. Journal of Yaşar University 25(7): 4189-4202.
  • Kim, W.G., Nee Ng, C. Y. ve Kim, Y-S. (2009). “Influence of İnstitutional DINESERV on Customer Satisfaction, Return İntention, and Word-of-Mouth”. International Journal of Hospitality Management 28: 10-17.
  • Kim, H-S., Lee, S-M. ve Juan, J.J. (2012). “Assessing College Students’ Satisfaction with University Foodservice”. Journal of Foodservice Business Research 15:39-48.
  • Klassen, J.K., Trybus, E. ve Kumar, A. (2005). “Planning Food Services for a Campus Setting”. International Journal of Hospitality Management 24(4):579-609.
  • Knutson, B., Stevens, P., Wullaert, C., Patton, M. ve Yokoyama, F.(1990). “LODGSERV: A Service Quality Index for the Lodging İndustry”. Hospitality Research Journal 14 (2): 227-284.
  • Kotler, P. (2003). Marketing Management. Pearson Education Inch. Fifth Edition.
  • Landrum, H., Prybutok, V., Zhang, X. ve Peak, D. (2009). “Measuring IS System Service Quality with Servqual: Users’ Perceptions of Relative Importance of the Five Servperf Dimensions”. Informing Science: the International Journal of an Emerging Transdiscipline 12: 17-35.
  • Mackay, K.J. ve Crompton, J.L. (1988). “A Conceptual Model of Consumer Evaluation of Recreation Service Quality”. Leisure Studies 7: 41-49.
  • Markovic, S., Raspor, S. ve Segaric, K. (2010). “Does Restaurant Performance Meet Customers’ Expectatıons? An Assessment of Restaurant Service Quality Using a Modified Dıneserv Approach”. Tourism and Hospitality Management 16(2): 181-195.
  • Mattila, A.S. (2001). “Emotional Bonding and Restaurant Loyalty”. Cornell Hotel and Restaurant Administration Quarterly 42(6):73-79.
  • Mei, A.W.O., Dean, A.M. ve White, C.J. (1999). “Analyzing Service Quality in the Hospitality Industry”. Managing Service Quality 9: 136-143.
  • Mohsin, A. (2003). “Service Quality Assessment of Restaurants in Darwin, NT, Australia”. Journal of Hospitality and Tourism Management 10(1): 23-34.
  • Nadiri, H. ve Hussain, K. (2005). “Diagnosing the Zone of Tolerance for Hotel Services”. Managing Service Quality 15(3): 259-277.
  • Nee Ng, Y. (2005). “A Study of Customer Satisfaction, Return Intention and Word of Mouth Endorsement in University Dining Facilities”. Master of Science Thesis, Oklahama State University.
  • Nitecki, D. A. ve Hernon, P. (2000). “Measuring Service Quality at Yale University’s Libraries”. The Journal of Academic Librarianship 26(4): 259-273.
  • Okumuş, A. ve Asil, H. (2007). “Hizmet Kalitesi Algılamasının Havayolu Yolcularının Genel Memnuniyet Düzeylerine Olan Etkisinin İncelenmesi”. İ.Ü. İşletme Fakültesi İşletme Dergisi, 36(2): 07–29.
  • Oliver, R.L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. Singapur: McGraw-Hill International Editions
  • Parasuraman, P.A., Zeithaml, V.A. ve Berry L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing 49: 41 - 50.
  • Parasuraman, P.A., Zeithaml, V.A. ve Berry L.L. (1988). SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing 64(1): 12-40.
  • Pettijohn, L.S., Pettijohn, C.E. ve Luke, R.H. (1997) “An Evaluation of Fast Food Restaurant Satisfaction: Determinants, Competitive Comparisons and İmpact on Future Patronage”. Journal of Restaurant and Foodservice Marketing 2 (3), 3–20.
  • Pun. K.-F. ve Ho, K.-Y. (2001). “Identification of Service Quality Attributes for Restaurant Operations: A Hong Kong Case”. Managing Service Quality 11(4): 233-240.
  • Qu, H. (1997). “Determinant Factors and Choice İntention for Chinese Restaurant Dining: A Multivariate Approach”. Journal of Restaurant and Foodservice Marketing 2(2):3549.
  • Ruetzler, T. (2007). “The Development of a University Foodservice Quality Survey Instrument: A Culture Different Perspective”. Journal of Quality Assurance in Hospitality and Tourism 8(1): 27-47.
  • Ruetzler, T. Hertzman, J. ve Taylor, J. (2009). “A Comparative Analysis of The Impact of Culture on University Foodservice Satisfaction: A Pilot Study”. Journal of Foodservice 20: 200-208.
  • Spreng, R. A. ve Mackoy, R. D. (1996). “An Empirical Examination of a Model of Perceived Service Quality and Satisfaction”. Journal of Retailing 72:201-14.
  • Stevens, P., Knutson, B. ve Patton, M. (1995). “DINESERV: A Tool for Measuring Service Quality in Restaurants”. Cornell Hotel and Restaurant Administration Quarterly 36 (2): 56–60.
  • Sulek, J. M. ve Hensley, R. L. (2004). “The Relative İmportance of Food, Atmosphere and Fairness of Wait”. Cornell Hotel and Restaurant Administration Quarterly 45 (3):235-247
  • Taylor, S. A. ve Baker, T. L. (1994). “An Assessment of the Relationship between Service Quality and Customer Satisfaction in The Formation of Consumers’ Purchase İntentions”. Journal of Retailing 70(2):163-178.
  • Taylor, S. A. (1997). “Assessing Regression-Based İmportance Weights for Quality Perceptions and Satisfaction Judgments in the Presence of Higher Order and or İnteraction Effects”. Journal of Retailing 13(1):135-159.
  • Tribe, J. ve Snaith, T. (1998). “From SERVQUAL to HOLSAT: Holiday Satisfaction in Varadero, Cuba”. Tourism Management 19(1): 25-34.
  • Tsai, M. T., Wu, H. L. ve Liang, W. K. (2008). “Fuzzy Decision Making for Market Positioning and Developing Strategy for Improving Service Quality in Department Stores”. Quality and Quantity 42: 303–319.
  • Witkowski, T. ve Wolfinbarger, M. (2002). “Comparative Service Quality: German and American Ratings Across Service Settings”. Journal of Business Research 55: 875-881.
  • Yüksel, A. ve Yüksel, F. (2002). “Measurement of Tourist Satisfaction with Restaurant Services: A Segment-Based Approach”. Journal of Vacation Marketing 9(1):52-68.
There are 58 citations in total.

Details

Primary Language Turkish
Journal Section 2015
Authors

Aydan Bekar

Burhan Kılıç

Publication Date June 1, 2015
Submission Date January 1, 2015
Published in Issue Year 2015 Issue: 34

Cite

APA Bekar, A., & Kılıç, B. (2015). HİZMET KALİTESİ MEMNUNİYET İLİŞKİSİ: ÜNİVERSİTE KAMPÜSÜNDE FAALİYET GÖSTEREN YİYECEK İÇECEK İŞLETMELERİNDE KARŞILAŞTIRMALI BİR UYGULAMA. Sosyal Ve Beşeri Bilimler Araştırmaları Dergisi, 16(34), 1-23.

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