A case analysis on the study of service quality and customer satisfaction of middle class restaurants in the catering industry

As a result of the changes emerged in the service industry, there has been an increase in the life standards of people and because of their becoming more consciousness of the expected standards, catering firms have headed towards the customer satisfaction and relational marketing activities for the continuity of their business. The main aim of this MA thesis titled as ?A Case Study on Service Quality and Customer Satisfaction of Luxury Restaurants in the Catering Industry? is to present the given services within the perspective of the comparison with the customer expectations and their satisfaction before and after the service, and also the efforts in creating customer satisfaction. In the direction of these aims, face to face questionnaires were conducted to the customers. The data received was subjected to the analysis of variance and Tamhane?s T2 tests. The SPSS 12.0 for Windows program was benefited for the whole calculations done in the process of data analysis of this study. As a result of the study, it?s understood that people prefer generally scenic and atmospheric restaurants suggested by friends. It?s also indicated that customers have been satisfied with the restaurant, and their expectations have also been met.Key Words: Service Industry, Catering Firms, Customer Satisfaction, Service Quality, Relational Marketing