The Relatıonshıp Between Restaurant Customers' Perceptıons of Personnel Communıcatıon Level and Satısfactıon

Abstract

The most important issue for restaurants offering food and beverage services is satisfaction of the customers. The physical conditions of restaurants are important for customers who want to meet their needs and desires. However, due to the fact that restaurants are labor-intensive service establishments, the behavior of employees who communicate directly with the customers also contributes to the formation of customer satisfaction. In this context, the aim of this study is to determine the effect of employees’ communication level on customer satisfaction. In accordance with this purpose, a survey was conducted to assess the perceptions of employee communication level and customer satisfaction level on 427 customers who visited restaurants in Safranbolu. The findings show that there is a significant effect of communication on customer satisfaction.