HİZMET SEKTÖRÜNDE HİZMET KALİTESİNİN SERVQUAL YÖNTEMİ İLE ÖLÇÜLMESİ: MADO RESTORANI ÜZERİNE BİR ARAŞTIRMA
MEASURING SERVICE QUALITY IN THE SERVICE INDUSTRY WITH SERVQUAL METHOD: A RESEARCH ON MADO RESTAURANT

Summary/Abstract: With the development of today's service sectors, businesses aim to create a good experience for their customers by taking into account the importance of the concept of service quality in order to ensure customer satisfaction, as well as by maximizing service levels. When we consider the competition in the service sector today, businesses need to have features that will make them different from their competitors, and the most important of these features is the quality of the service. In this research, the concept of quality, the concept of service, the literature on service quality and the dimensions of service quality are summarized. The aim of the study is to apply the Mado brand, which is a restaurant-cafe business that successfully operates in the food and beverage sector based on the Servqual Service Quality Measurement method, and to determine the perception created by the service provided to the customers with the dimensions of the Servqual method. It is stated that the Mado brand, which tries to maintain its presence at a high level in 21 different countries with a total of over 300 branches, provides service to 50.4 million people daily. A 5-point Likert scale was used to measure the service quality of the Mado brand.

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