Measuring Perceived Service Quality in Coffee Chains: An Examination in Service Eskişehir

Abstract

The aim of the study is to measure the perceived service quality of customers who received service from the chain coffee companies increasing rapidly in recent years. It was carried out in one of each domestic and foreign chain coffee enterprises operating in the province of Eskişehir. A total of 436 survey forms returned and fully completed were evaluated. The survey form, which is used as a data collection tool in the study, consists of two parts. In the first part, there are 5 questions to determine the demographic characteristics of the participants. In the second part, there is the Servqual service quality scale which is developed by Parasuraman et al. (1988). T-test and ANOVA test were applied for independent samples in order to determine whether there is any difference between the demographic characteristics of the participants and their level of perceived service quality. According to the results of the research, customers who receive service from foreign coffee chain enterprises are more satisfied with the services than the customers who receive service from domestic coffee chain enterprises.