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İSTANBUL’DA YER ALAN YEŞİL RESTORAN İŞLETMELERİ HİZMET KALİTESİNİN GRSERV MODELİ İLE DEĞERLENDİRİLMESİ

THE EVALUATION OF SERVICE QUALITY OF THE GREEN RESTAURANTS IN ISTANBUL USING GRSERV MODEL

Journal Name:

  • Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi

Publication Year:

  • 2017
DOI: 
10.24889/ifede.286740

Key Words:

Keywords (Original Language):

Author NameUniversity of AuthorFaculty of Author
Abstract (2. Language): 
People's interest in the environment and in healthy products is constantly increasing. With this increase, the quality of the service offered in food and beverage enterprises, which is the result of need for eating and drinking outside, gains importance. Green Restaurants’ use of sustainable products and preferring environmentally sensitive services are practices demanded by customers. In this regard, the quality of service offered by green restaurants and its measurement become a necessity. This need has brought the concept of service quality into the forefront and several models have been developed to measure the quality of service. In this study, using GRSERV model adapted from DINESERV model, the quality of the service provided by green restaurants operating in Istanbul has been measured. As a result of the research, data obtained from 390 questionnaires were analyzed, it is seen that highest difference scores occurred at reliability, physical features and trust levels. From the perceptions of the customers who visits green restaurants, it is concluded that these dimensions primarily needs to be improved and there is also need for improvements in other dimensions in turn as well.
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Abstract (Original Language): 
İnsanların çevreye ve sağlıklı ürüne olan ilgileri sürekli artmaktadır. Bu artış ile birlikte dışarıda yeme içme ihtiyacı sonucu yiyecek içecek işletmelerinde sunulan hizmetin kalitesi önem kazanmaktadır. Yeşil restoranların sürdürülebilir ürünler kullanması ve çevreye duyarlı hizmetleri tercih etmesi müşteriler tarafından talep edilen uygulamalardır. Bu bağlamda yeşil restoranların sunmuş olduğu hizmetin niteliği ve bunun ölçülmesi ihtiyaç haline gelmiştir. Bu ihtiyaç hizmet kalitesi kavramını ön plana çıkarmış ve hizmetin kalitesini ölçmek için çeşitli modeller geliştirilmiştir. Bu çalışmada DINESERV modelinden uyarlanan GRSERV modeli kullanılarak, İstanbul’da faaliyet gösteren yeşil restoranların sunduğu hizmetin kalitesi ölçülmüştür. Araştırma sonucunda 390 anketten elde edilen veriler analiz edilmiş, en yüksek fark skorlarının güvenilirlik, fiziksel özellikler ve güven boyutunda gerçekleştiği görülmüştür. Yeşil restoranları ziyaret eden müşterilerin hizmet kalitesi algılamalarında bu boyutların öncelikli olarak iyileştirilmesi ve sırayla diğer boyutlarda da iyileştirilmelere gerek olduğu sonucu ortaya çıkmıştır.
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  • Turkish

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