TOPLU YEMEK HİZMETLERİNDE SERVİS ŞEKLİNİN ALGILANAN MEMNUNİYET DÜZEYİNE ETKİSİ

Abstract

Institutional catering is a sector where a large number of people work, and this sector is an important field to research. University is one of the institutions where institutional catering is provided at most. The purpose of this study is to measure the impact of both the catering service method and staff position on the perceived level of satisfaction. Therefore, factors and their level, which affect perceived level of satisfaction, were investigated on two groups. For the data, a survey was conducted in a table service and self-service cafeteria. After gathering data, the satisfaction level was divided into sub-factors and these factors were tested by two-way ANOVA. According to the findings all sub-factors of the perceived level of satisfaction was significantly affected by both service method and staff position and in order to reduce these variations some suggestions have been made.