Measuring the service quaity of food and beverage department of hotels: A research in Adıyaman

As the technology and economy develop, the conditions of competition change and this change trouble the companies to take a stand in the market. Determining the needs of consumer and offering them the highest quality of service provide competitive advantages to companies to reach their goals. In the labor-intensive service businesses such as tourism sector, there many factors that affect the quality of products. To produce higher quality services depends on determining the definition and perception of quality of services by consumers and canalizing the efforts to this direction.In this research, a survey was conducted which included SERQUAL scale, to set the determents of the service quality, expectation and perception of hotels? food and beverage services.The aim of this research is to define the ?perfect service? in the minds of the consumer who utilized food and beverage services in hotels of City of Adiyaman and to determine their perception of quality from those services. After analyzing collected data, the gap between expectation and perception was set, and some useful suggestions were purposed.