Customer satisfaction and service quality of the food and beverage sector: A survey on the ethnic restaurants

There is a severe competition in todays food and beverage sector. In order to survivein this competitive atmosphere, restaurants must produce quality products and offer fineservices. Consequently, restaurants whose priority is ot offer quality service, provide tocustomer loyalty as a result of customer satisfaction.First chapter of the study; the development, importance and classfication of food andbeverage operations and also factors which affects the food and beverage sector wasmentioned about.In the second chapter, service, quality and service quality conceptions were explained.Furthermore, components which affect service quality in food and beverage operations,customer satisfaction concept and the relation between customer satisfaction and servicequality was given place.In the last chapter of the study, customer satisfaction was measured by a surveyreplied by 110 customer in three ethnic and luxurious restaurants in Eskişehir.