Restoranlardaki Atmosferik Unsurların Müşteri Memnuniyeti Üzerine Etkisi (The Influence of Restaurant Atmospherics on Customer Satisfaction)
DOI:
https://doi.org/10.21325/jotags.2018.309Keywords:
Atmospheric elements, Customer satisfaction, Restaurant, İstanbulAbstract
The aim of this research; to determine the influence of restaurant atmospherics on customer satisfaction. The population of the research consists of Turkish customers who eat in 1st class restaurants in Istanbul, Bahçelievler and Bakırköy between February and March 2018. Data were collected from 357 restaurant customers. In the analysis of the data collected, descriptive analyzes such as percentage frequency were utilized. In addition, the causality relations among the variables included in the study were analyzed by using the Structural Equation Modeling Technique (SEM). As a result of the research, it has been found that atmospheric factors in restaurants are effective on customer satisfaction. Restaurant aesthetics, lighting, table setting and service personnel have a significant effect on customer satisfaction, restaurant ambience and layout has no significant effect. According to the research results, the most important atmospheric factor affecting customer satisfaction is determined as service personnel.
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