This study provides a critical review of the instruments developed for measuring service quality in restaurants. However, this study reviews the researches to examine the relationships between service quality, customer satisfaction (CS), and customer loyalty (CL) in restaurants. It is revealed that there are many attempts to develop instruments that aim to measure service quality in restaurants. SERVQUAL instrument, which measures service quality (SQ), has been used in many studies related to the tourism industry. However, the SERVQUAL is directly used as the basis of the SERVPERF and DINESERV instruments. Besides, since the GRSERV and CFFRSERV scales are based on DINESERV, the SERVQUAL plays an important role in the development of such scales. In addition to the instruments developed by modifying SERVQUAL, there are attempts to create different ones. In researches that develop a new SQ scale, the reasons underlying this need are stated as follows: 1) Some service quality components specific to restaurants and tourism sector not included in the current scales 2) Measuring the expectations and performance at the same time is not necessary 3) Current scales are insufficient for the unique types of restaurants, such as Fast Food, Upscale and Green Restaurants. CS and CL are the most common variables in the studies examining the SQ in restaurants. There is a divergence in the literature about whether service quality leads to satisfaction or satisfaction brings service quality. However, it can be said that there is a consensus that these two structures are in a very close relationship with each other. Another consensus in the literature is that CS and SQ are regarded as the determinants of CL. On the other hand, a considerable amount of research has been devoted to service quality, customer satisfaction, and customer loyalty, and it will be the case for future studies. However, the changes in business environments reveal the necessity of modification in the instruments that will pave the way to measure these concepts. A pandemic has recently affected the lives of businesses, and people and this new situation may require the addition of a new dimension to service quality instruments, like outbreak measures.
This paper aims to explore the food image of Turkey by measuring the perceptions of visitors' and its effect on revisiting intentions. Food image can be defined as beliefs, feelings, and impressions of travelers about food and beverages, food and beverage establishments, culinary culture, and food and beverage related activities of a destination. The questions of this research identify: if there is a relationship among food image, tourist satisfaction and revisiting intention, to what extent visitors’ intention to take part in gastronomy tourism activities, what is the average food and beverage expenditures of the visitors. Questionnaires were distributed to 407 foreign visitors traveling in Turkey. It has been determined that the perceived food image has three dimensions: culinary culture and food, gastronomy activities, and food and beverage establishments. Visitors are very pleased with the food and beverages, and restaurants in Turkey and interested in local gastronomy. The results show that the most remembered food and beverages by the visitors are Kebap, Rakı, Döner, Aubergine, and Baklava. It has been revealed that the food image of the destination affects the visitors' revisiting intention. During their stay in Turkey, the average expenditure of visitors on food and beverage is $ 575, which is 18.9% of their holiday budget. Gastronomy is an influential factor in the satisfaction of visitors, even if it is not a touristic attraction alone. Visitors tend to participate in gastronomy-related activities during their travels.
ÖZETGıda üretim sürecinde mutfak çalışanları, gıda güvenliğinin sağlanması açısından önemli bir yere sahiptir. Bu araştırma Antalya'nın Alanya İlçesi'ndeki beş yıldızlı otel mutfaklarında çalışan personelin gıda güvenliği konusundaki bilgi düzeylerini saptamayı amaçlamakta ve betimsel bir çalışma özelliği taşımaktadır. Araştırmada amaca göre örnekleme yöntemi kullanılmış; zaman ve maliyet sınırlılıkları nedeniyle Alanya'nın sadece Okurcalar Beldesi'nde faaliyet gösteren otellerdeki mutfak çalışanları araştırmaya dâhil edilmiştir. Veri toplama yöntemi olarak anket formu kullanılmıştır. Elde edilen veriler istatistik paket programı analiz edilmiştir. Yüzde, frekans ve ki kare analizi sonuçlarına yer verilmiştir. Araştırma sonucunda sezonluk çalışanlara kıyasla, tüm yıl çalışan personel içinde gıda güvenliği eğitimi alanların oranının daha fazla olduğu görülmüştür. Çalışma yılının gıda güvenliği konusunda bilgi sahibi olma üzerinde etkisi olduğu görülmekle birlikte hala katılımcıların dörtte birinin HACCP kelimesini hiç duymadıkları bulgusuna ulaşılmıştır. ABSTRACTIn food production process, kitchen employees have an important role in terms of food safety. This research aims to determine the level of knowledge of food safety of employees in the kitchen of the five star hotels in the Alanya district of Antalya and has a descriptive study feature. Purposive Sampling method was used and due to the time and cost limitations, only the kitchen employees in Alanya who are working in Okurcalar town were included in this research. Questionnaire form used as data collection method. The obtained data analyzed by statistical package program. Percentage, frequency and chi-square analysis results are given. As a result of the research, it is seen that the ratio of having a food safety training is higher among the personnel working all year compared to the seasonal workers. Although it seems that the working year has an impact on having information about food safety, it has been revealed that one quarter of the participants have never heard of the HACCP system GİRİŞ Beslenme tüm canlıların en temel ihtiyacıdır. Bu nedenle yaşamın sürdürülebilmesi ve sağlığın korunması amacıyla dengeli beslenmek gerekmektedir. Bu gereksinimin karşılanması esnasında gıda güvenliği ayrı önem arz eden bir konudur (Bilici, Uyar, Beyhan ve Sağlam, 2006). Gıda güvenliği en basit şekliyle, tüketildiğinde kişiye zarar vermeyen besinler olarak tanımlanabilir (Bulduk, 2007). Daha geniş anlamıyla ise, sağlıklı gıda üretimini sağlamak amacıyla gıdaların üretim, işleme, saklama, taşıma ve dağıtım aşamalarında gerekli kurallara uyulması ve önlemlerin alınması olarak tanımlanmakta; sağlıklı, sağlığa yararlı ve sağlık durumu korunmuş gıdalar olarak ifade edilmektedir (Tayar, 2008).
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