The evaluation of service quality detected by the students in food and drinks businensses which are operating in erzincan: a research on students of Erzincan Binali Yıldırım Unıversıty

In the globalizing world, food and beverage businesses within the scope of the service sector have to provide better and higher quality service to their customers in order to be successful in the face of increasing competition. Nowadays, companies that provide quality service to their customers can only survive. In this study, SERVQUAL scale was applied to the students of Erzincan Binali Yıldırım University in order to measure the service quality they expect and perceive from food and beverage establishments in Erzincan city center. SERVQUAL scale consists of 5 dimensions: "Physical Properties", "Reliability", "Enthusiasm", "Trust" and "Empathy. Some descriptive statistics, reliability analysis, normality analysis, SERVQUAL scores, t-test, one-way analysis of variance were applied to the data obtained from the questionnaire. As a result of the study, a significant difference was found between gender variable in terms of enthusiasm SERVQUAL score, class levels in terms of empathy SERVQUAL score, and age variable in terms of SERVQUAL score. A significant difference was found between monthly income in terms of SERVQUAL score of all dimensions. In addition, it was concluded that the perceived service quality of university students receiving service from food and beverage enterprises was quite low and the expectations of the students could not be met.