Relationship between service quality and revisiting intention i̇n fast food restaurants: The case of İstanbul

The purpose of this research is to determine the relationship between service quality and revisit intention in fast food restaurants. It is expected that this research will contribute to the sector by explaining the factors that fast food restaurants should pay attention to in order to positively affect customers' revisit intention. It is also thought that it will be guiding by strengthening the literature for subsequent research. In this direction, fast food restaurants in Istanbul were taken as the universe region. Data were collected from 394 fast food restaurant customers in Istanbul with a survey technique. The data collected from the applied surveys were analyzed with factor analysis, correlation analysis, regression analysis techniques in the SPSS package program. As a result of the analyses, it was determined that there was a statistically significant correlation and regression between the dimensions of service quality in fast food restaurants such as cleanliness, food quality, sensitivity, assurance and empathy and the intention to revisit. Accordingly, it was observed that the dimensions of service quality in fast food restaurants such as cleanliness, food quality, sensitivity, assurance and empathy have a positive effect on the intention to revisit.