The Effect of Perceived Service Quality on Customer Satisfaction and Revisit Intention in Restaurants

Abstract

Today, people can meet their food needs in restaurants. One of the important factors in people's restaurant preferences is service quality. Restaurants pay more attention to service quality in order to stand out from the competition with other restaurants. Because the service quality not only ensures the satisfaction of the customers, but also affects the customers to choose their restaurants again. This situation also contributes positively to the profitability of restaurants. The main purpose of this research is to determine whether the perceived service quality in restaurants has an effect on customer satisfaction and revisit intention. The relational screening model, which is one of the quantitative research approaches, was used in the research. The study was carried out with the participation of customers who received service from restaurants located in the center of Malatya. The survey was conducted on a total of 391 participants. Data were analyzed with SPSS and Smart PLS statistical programs. According to the results of the research, it has been determined that service quality has a direct effect on customer satisfaction and revisit intention. It has been determined that customer satisfaction has a direct effect on revisit intention. In addition, it has been determined that customer satisfaction has a partial mediating role in the relationship between service quality and revisit intention.