CONSUMER EXPECTATIONS ABOUT THE SERVICE QUALIFICATION OF RESTAURANTS DURING THE CORONAVIRUS (COVID-19) PANDEMIC: A RESEARCH IN KONYA

Abstract

The Covid-19 epidemic, which emerged in Wuhan city of Hubei province of China in December 2019 and affected the whole world as of 2020, caused major crises in many areas such as health, economy and social life. Many countries have taken certain restriction decisions in order to control the epidemic. Many sectors were left in a difficult situation with these restrictions. Restaurants, on the other hand, are among the businesses that are adversely affected by these restrictions. During the Covid-19 pandemic, consumers have been concerned about eating in restaurants. Therefore, restaurants need to serve their customers with an innovative approach. Restaurants are trying to change the way they serve in order to adapt to the post-pandemic era. The main purpose of the study is to determine the expectations of consumers regarding the service qualification of restaurants during the Covid-19 pandemic. As a result of the study, the service qualification that the local people living in Konya expect from restaurants have been determined. According to these results, it has been determined that consumers have higher technological and hygienic expectations for the service qualification of restaurants.