Service quality and consumer satisfaction in food-beverage establishments: Kastamonu case study

Eating and drinking is one of the most basic requirements that people need to survive. Recent conditions sometimes do not allow people to cook at home. Intensive work pressure and stress cause people to eat out more. At this point, individuals prefer places where service quality and satisfaction are high. The aim of this study was to measure the satisfaction of the consumers as a result of the quality of service offered in the food and beverage establishments in Kastamonu. A correlational survey method was used in this study. Consumers who have visited food-beverage establishments in Kastamonu constituted the universe of the study. The research sample consisted of 400 customers -determined by multilevel sampling method- who visited the food and beverage establishments in Kastamonu and Daday District. Face to face and drop-collect questionnaire techniques were implemented in the research. The data were analysed by a statistical package program which is widely used for social sciences. Exploratory Factor Analysis was conducted with Principal Component Analysis. Findings have revealed that the respondents’ views created 3 dimensions and named as Functional Quality, Technical Quality and Image Qualit