The effect of behaviors of employees in public social facilities on customer satisfaction and expectations: A field research study in officer's clubs in İstanbul

Eating, drinking and sheltering are among the basic needs of human beings. People's sense of satisfaction and expectations while meeting their needs have been constantly changed. Today, with the development of technology, human sense of gratification from needs, expectations and satisfaction level has olso become important. This study aims at investigating the effect of employee behaviors on customer satisfaction in public social facilities which offer services such as eating, drinking and accommodation wıch are the most basic needs of humankind. Independent veriables such as employees' reliable, cheerful and enthusiastic behaviors and empathy ability, communicative competense and its contributions to satisfaction of the customers who come to the officer's club will be used as main parameters. It was observed as a result that participants' demographics such as age, gender, status or status of employment affect the customer satisfaction. It was also observed that all of the independent variables including trust, eagerness, communication, cheerfulness have an impact on the customer satisfaction dependent variable; however, empathic and cheerful behaviors of employees have the greatest influence on the customer satisfaction. Keywords: Public social facilities, employee behaviors, customer satisfaction