The effect of perceived service experience on customer satisfaction

At the present day, it is observed that market competition is increasing readily in the food and beverage sector as in every sector. Owing to the variety of products offered the pressure of readily changing custom, fashion and habit , the spread of chain businesses, it is difficult for businesses to be successful and persistent in this sector where competition is intense. Nowadays, it is important for both customers and businesses to get good service, have a pleasant time and leave the businesses with good memories and feelings they can keep in their memories. Consumers, who are bored with the rational and stereotyped services offered by modern businesses, attach more importance to the experience that businesses will make them live, not the product or service. Changing consumer trend and profile leaves traditional and modern marketing techniques inadequate. The new director profile cares more about the functional value of the products or services, but the experience they'll bring to them. The concept of experience, first introduced by Holbrook and Hirschman in 1982, was adopted by Pine and Gilmore as an experience economy in 1998. In 1999, consumer experiences were started to be examined as an experiential marketing toll by Schmitt. Present day, many businesses are using this method without realizing it. In this investigation, a literature review was carried out on the customer satisfaction concepts of the experiences of social facilities of Istanbul Metropolitan Municipality. In this context, a literature review was made on concepts of priority service experience and customer satisfaction. In order to analyse the effect of service experience on customer satisfaction, face to face surveys were conducted with 385 visitors in the social facilities of Istanbul Metropolitan Municipality. Keyword: Experience, Field Experience, Customer Satisfaction