Measuring service quality of cafes and patisserie enterprises: A research in the city of Gaziantep

Cafés and patisserie enterprises in the service sector are taking their place among the indispensables of the modern age. As is case all over the world, cafés and patisserie enterprises in our country have shown a rapid development and national and international enterprises are increasing their investments in this sector. The sector showing such a great improvement is growing day by day and is endeavouring to respond to the changing demands and needs of the people. In line with changing demands and needs, enterprises have found a way by increasing the quality of service they offer. The aim of this study is to evaluate the quality of service perceived by the customers in cafés and patisserie enterprises operating in the city of Gaziantep. On the other hand, how many dimensions of service quality perceived in cafés and patisserie enterprises operating in Gaziantep city and how the dimensions of service quality are evaluated by customers constitute other purposes of this research. The questionnaire was developed in line with the aim and implemented on 1090 people who visited cafés and patisserie enterprises in the city of Gaziantep in the last month based on easy sampling method. The data obtained within the scope of the study were analyzed by SPSS 21.0 statistical package program. As a result of the survey, it was identified that participants' service quality perceptions were generally at a "high" level in such enterprises. Service quality in cafés and patisserie enterprises has been identified 5 dimensions called "Coffee Properties and Price", "Decoration", "Environment and Employees", "Physical Pro perties" and "Presentation and Taste" and 24 items. On the other hand, it was identified that there were statistically significant differences between the participants' perceptions of service quality and education level, income, sex and occupation. From the findings obtained, various suggestions for increasing the quality of service were presented to owners/managers of cafés and patisserie enterprises in the city of Gaziantep.