Tüketicilerin COVID-19 Salgını Sürecinde Yiyecek-İçecek İşletmelerinden Bekledikleri Hizmetin Niteliğine İlişkin Bir Araştırma (A Study on the Quality of the Service Consumers Expect from Food and Beverage Enterprises During the COVID-19 Outbreak)

Abstract

While the Covid-19 outbreak has a devastating effect on many sectors that make up the economy and social life, the food and beverage industry has become one of the sectors most affected by this situation. The health-based crisis conditions that have occurred have made the information about the evaluations and expectations of consumer demand for food and beverage enterprises much more important with the epidemic. The main purpose of this research is to determine the effects of the epidemic on the demand for food and beverage services with the reopening of restaurants and the quality of the service consumers expect from enterprises. For this purpose, quantitative method was used and data related to the research were collected through a questionnaire. A total of 410 questionnaires were accessed and all of them were evaluated. Percentage, frequency, arithmetic mean, t-test and one-way analysis of variance were conducted within the scope of the research. In addition, the answers given to 4 open-ended questions posed to the participants were analyzed descriptively. As a result, in this study, it was determined that consumers' restaurant choices and the quality of service they expected changed during the Covid-19 outbreak.