Determination of changing consumer perceptions in take-away and restaurant service processes

The main purpose of the study is to examine the determination of changing consumer perceptions in the takeaway and restaurant service processes. A scale model was created in order to create and analyze the elements perceived in the dining experience and service process in terms of consumers, and more than one factor independently or dependently from each other. The model proposed for the study has been tried to examine the findings that determine consumer perceptions by considering the factors of perceptible quality dimension, online quality dimension, online service dimension, functional service dimension and emotional service model dimension. The survey method has been used for data analysis in the study, and the relationship between consumer preferences and demographic variables has been examined. The research has been carried out with 300 participants from various professions and from different provinces. As a result of the analysis, a study with a high level of reliability has been obtained. As a result of the study, it has been determined that the perception levels of consumers in the takeaway and restaurant service process differ. This study has an important role in ensuring general satisfaction in consumer perceptions. Keywords: Consumer, consumer behavior, perception, consumer perceptions, takeaway, restauran.