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Journals / Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi / 2013 / Cilt: 16 - Sayı: 29

Service Quality Expectations and Perceptions of Customers’ and Employees’ in Food and Beverage Departments: A Study in Thermal Hotels

Yiyecek İçecek Bölümlerinde İşgörenlerin ve Müşterilerin Hizmet Kalitesi Beklenti ve Algıları: Termal Otellerde Bir Araştırma

İbrahim GİRİTLİOĞLU
Pages
329–355
Publication Date
2013-06-01
DOI
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

However, It was found in the study that the food and beverage employees did not understand well both customers’ expectations and perceptions in these hotels’ food and beverage provision.Recommendations: Some recommendations are given to thermal hotel managers so as to increase of employees understand level of customers’ expectations and perceptions in thermal hotels’ food and beverage services in this study

📌 3 Key Takeaways

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Objective & Hypothesis:Research aim: The aim of this study is to identify the understanding level of employees towards customers’ food and beverage expectations and perceptions in thermal hotels.Method: Two different questionnaire forms were developed in this study.
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Key Findings & Data:The questionnaire forms were filled out both 389 customers who stayed in thermal hotels located in Balıkesir and Bursa cities and 130 food and beverage employees who work on these hotels’ food and beverage departments.Findings and Results: According to Explatory and Confirmatory factor analysis, the service quality construct of thermal hotels’ food and beverage provision had five dimensions and 22 items.
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Conclusion & Impact:However, It was found in the study that the food and beverage employees did not understand well both customers’ expectations and perceptions in these hotels’ food and beverage provision.Recommendations: Some recommendations are given to thermal hotel managers so as to increase of employees understand level of customers’ expectations and perceptions in thermal hotels’ food and beverage services in this study
🔬Design:Lab & Field Experiment
📍Scope:Comprehensive Sample
⚙️Variables:Termal Turizm · Termal Otel · Yiyecek İçecek Bölümü

Abstract

Research aim: The aim of this study is to identify the understanding level of employees towards customers’ food and beverage expectations and perceptions in thermal hotels.Method: Two different questionnaire forms were developed in this study. The questionnaire forms were filled out both 389 customers who stayed in thermal hotels located in Balıkesir and Bursa cities and 130 food and beverage employees who work on these hotels’ food and beverage departments.Findings and Results: According to Explatory and Confirmatory factor analysis, the service quality construct of thermal hotels’ food and beverage provision had five dimensions and 22 items. However, It was found in the study that the food and beverage employees did not understand well both customers’ expectations and perceptions in these hotels’ food and beverage provision.Recommendations: Some recommendations are given to thermal hotel managers so as to increase of employees understand level of customers’ expectations and perceptions in thermal hotels’ food and beverage services in this study

Özet

Araştırmanın Amacı: Yapılan bu araştırmanın amacını, termal otellerin yiyecek içecek bölümlerinde sunulan hizmetlerde, müşterilerin beklenti ve algılarının, işgörenler tarafından anlaşılma düzeyinin ortaya konulması oluşturmaktadır.Yöntem: Araştırmada işgören ve müşterilere iki farklı anket formu geliştirilmiştir. Oluşturulan anket formları, Balıkesir ve Bursa’da faaliyet gösteren termal otellerde konaklayan 389 müşteri ve 130 yiyecek içecek işgörenine uygulanmıştır.Bulgular ve Sonuçlar: Verilere uygulanan keşifsel ve doğrulayıcı faktör analizi sonucunda, termal otellerin yiyecek içecek bölümlerinde hizmet kalitesinin 5 boyut ve 22 önermeye sahip olduğu tespit edilmiştir. Yapılan testi sonucunda ise, termal otellerde görev yapan işgörenlerin, müşteri beklenti ve algılarını tam olarak anlayamadıkları sonucu tespit edilmiştir.Öneriler: Yapılan bu araştırmada, yiyecek içecek işgörenlerinin müşteri beklenti ve algılarını daha iyi anlamalarını sağlayabilmek için, termal otel yöneticilerine çeşitli öneriler sunulmuştur

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Cite This Article

GİRİTLİOĞLU, İ. (2013). Service Quality Expectations and Perceptions of Customers’ and Employees’ in Food and Beverage Departments: A Study in Thermal Hotels. Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Cilt: 16 - Sayı: 29, 329–355. https://ajindex.com/articles/57554

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