RESTORAN SEKTÖRÜNDE KABUL EDİLEN HİZMET KALİTESİ VE MÜŞTERİ MEMNUNİYETİ ARAŞTIRMASI: DEMOGRAFİK DEĞİŞEN GRUPLAR (GRUPLAR)
A SURVEY ON THE QUALITY OF SERVICE AND CUSTOMER SATISFACTION ACCEPTED IN THE RESTAURANT SECTOR: GROUPS OF DEMOGRAPHIC CHANGERS (GROUPS)

Summary/Abstract: Given the growing competition in global markets and the pressures of the international economic environment, customer retention is becoming a more important goal of the company. To achieve this, service organizations focus on service quality. It is important to determine the quality of services received by customers and the specific factors that affect it in order to achieve customer satisfaction. The study covered the quality of service and customer satisfaction in the restaurant sector. The study discusses previous research on service quality and customer satisfaction. In addition, the study examined whether respondents' attitudes toward service quality and customer satisfaction differed due to demographic factors. Demographic factors include gender, monthly income, the purpose of going to a restaurant, and the frequency of going to a restaurant. ”Are people’s attitudes toward customer satisfaction the same for members of both sexes? or “Does the attitude to the quality of service differ according to people's monthly income?” were researched and analyzed. Although there is a lot of research in the restaurant sector, customer satisfaction and service quality, and the factors that affect them, there is very little research in Baku on how these variables differ in demographic factors. For this reason, this study also ensured the originality of the study. The object of the study is the restaurants and customers operating in Baku. The subject of the study is the quality of service in restaurants operating in Baku, customer satisfaction and demographic factors. and Independent Samples T and One way ANOVA analyzes on the responses of 356 respondents in the SPSS program. At the end, the results of the analysis were presented and recommendations were made according to these results.

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