Tipping behaviour of consumers in restaurants in Turkey

The service process in restaurants continues to serve consumers and this process continues in the face-to-face relationship of consumers and presenters. Tipping is one of the behaviors exhibited by consumers in this process. This behavior is generally based on volunteerism and an indication of consumer satisfaction. In addition, tipping is one of the income generating tools of service providers. There are many factors that affect the decision to tip. This study examines the factors that affect the decision of consumers to tip in restaurants in Turkey, the amount of the tip given and the decision to tip less than or more than the 10% accepted tip rate. The data used in the study was obtained by a survey created by examining previous studies. The survey was conducted face-to-face after consumers in restaurants paid the account. The survey study, in which a total of 271 surveys were obtained, was carried out in Istanbul, Ankara and Tokat. A model has been created for each purpose of the study. Probit method was used in the analysis of the model in which individuals 'decision to tip, sequential probit method was used in the model in which individuals' tip amount was examined, and finally probit method was used in the model in which the probability of giving less than or more than 10 % was examined. The factors that are effective in tipping are the quality of service (such as the appearance of the service staff, the friendliness of the service staff and the speed of service), the place of payment and the method of payment. There was not a strong relationship between consumers' behavior, and their gender, marital status and income levels. While there was a moderate relationship between the age of the participants and the decision to grant a tip, there was a low level of relationship between the tip. A strong relationship was determined between the amount of the account, the place of payment and the method of payment, and the possibility of tipping. While the tip increased cash and pay at the table, it reduced credit and cash payments. In the amount of the account, as the amount increased, the tendency to give tips increased, but no significant change was observed in the amount of tip. Therefore, it can be concluded that consumers see the tip as a tradition and pay a fixed fee.