Assessment of service quality in a la carte restaurants within the mega city of Istanbul: A mystery shoppers’ study
Ümit Sormaz
Akdeniz University, Faculty of Manavgat Tourism, Department of Gastronomy and Culinary ArtsAntalya, Turkey
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, Neslihan Onur
Necmettin Erbakan University, Faculty of Tourism, Department of Gastronomy and Culinary Arts, Kyrgyz-Turkish Manas University, Faculty of Tourism, Department of Gastronomy and Culinary ArtsKonya,
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, Gürkan Akdağ
Mersin University, Faculty of Tourism, Department of Gastronomy and Culinary ArtsMersin, Turkey
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e Mustafa Yılmaz
Karabük University, Faculty of Safranbolu Tourism, Department of Gastronomy and Culinary ArtsKarabük, Turkey
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14 ago 2025
INFORMAZIONI SU QUESTO ARTICOLO
Pubblicato online: 14 ago 2025
Pagine: 167 - 182
Ricevuto: 12 giu 2024
Accettato: 30 set 2024
DOI: https://doi.org/10.2478/ejthr-2025-0012
Parole chiave
© 2025 Ümit Sormaz et al., published by Sciendo
This work is licensed under the Creative Commons Attribution 4.0 International License.
Figure 1:
Interaction Quality (IQ) Assessment
| 2.47±1.25 | 3.89±1.15 | 4.57±1.30 | ||
| 2.83±1.15 | 3.73±1.14 | 3.49±1.15 | ||
| 2.55±1.10 | 3.45±1.05 | 3.10±1.11 | ||
| X2 | 21.303 | 33.661 | 32.175 | |
| p | 0.000 | 0.000 | 0.000 | |
| X2 | 979.035 | |||
| p | 0.000 | |||
Business Operation information
| A’la carte service meal | Just dinner | 66 | 71.0 | 32 | 28.6 | 15 | 14.2 | 113 | 36.3 |
| Lunch & Dinner | 22 | 23.6 | 71 | 63.4 | 5 | 4.7 | 98 | 31.5 | |
| All of them | 5 | 5.4 | 9 | 8.0 | 86 | 81.1 | 100 | 32.2 | |
| Guest profile | Local guests | 10 | 10.8 | 73 | 65.2 | 72 | 67.9 | 155 | 49.8 |
| Foreign guests | 24 | 25.8 | 12 | 10.7 | 2 | 1.9 | 38 | 12.3 | |
| Both of them | 59 | 63.4 | 27 | 24.1 | 32 | 30.2 | 118 | 37.9 | |
| Culinary preferences of foreign guests | Turkish cuisine | 28 | 30.1 | 73 | 65.2 | 106 | 100.0 | 207 | 66.6 |
| Foreign cuisines | 18 | 19.3 | 11 | 9.8 | 0 | 0.0 | 29 | 9.3 | |
| Both of them | 47 | 50.6 | 28 | 25.0 | 0 | 0.0 | 75 | 24.1 | |
| The culinary preference of local guests | Turkish cuisine | 38 | 40.9 | 73 | 65.2 | 106 | 100.0 | 217 | 69.8 |
| Foreign cuisines | 20 | 21.5 | 10 | 8.9 | 0 | 0.0 | 30 | 9.6 | |
| Both of them | 35 | 37.6 | 29 | 25.9 | 0 | 0.0 | 64 | 20.6 | |
Physical Environment Assessment
| 3.74±1.23 | 4.37±0.92 | 4.30±0.96 | ||
| 2.82±1.20 | 3.66±1.17 | 3.42±1.18 | ||
| 2.34±1.22 | 2.91±1.31 | 2.58±1.27 | ||
| X2 | 221.921 | 259.730 | 336.944 | |
| p | 0.000 | 0.000 | 0.000 | |
| X2 | 793.741 | |||
| p | 0.000 | |||
Measurment Model
| 56.7 | .890 | .672 | ||||
| IQ1 | .771 | |||||
| IQ2 | .758 | 43,529 | ||||
| IQ3 | .730 | 30,644 | ||||
| 57.9 | .930 | .710 | ||||
| PEQ1 | .901 | |||||
| PEQ2 | .682 | 28,982 | ||||
| PEQ3 | 29,360 | |||||
| PEQ4 | .909 | 26,744 | ||||
| 59.1 | .920 | .719 | ||||
| MQ1 | .945 | 29,930 | ||||
| MQ2 | ||||||
| MQ3 | 34,179 | |||||
| MQ4 | .945 | 25,742 | ||||
| 74.4 | .950 | .725 | ||||
| OQ1 | .937 | 21,363 | ||||
| OQ2 | ||||||
| OQ3 | .931 | 21,528 |
Output Quality Assessment
| 4.44±0.82 | 4.72±0.47 | 4.69±0.55 | ||
| 2.60±1.08 | 3.27±1.02 | 3.41±1.20 | ||
| 2.09±1.43 | 2.73±1.32 | 2.64±1.38 | ||
| X2 | 388.656 | 391.208 | 343.686 | |
| p | 0.000 | 0.000 | 0.000 | |
| X2 | 548.971 | |||
| p | 0.000 | |||
Business information
| Restaurant Type | FDR | 93 | 29.9 |
| TR | 112 | 36.0 | |
| LR | 106 | 34.1 | |
| Ownership Structure | Chain | 163 | 52.4 |
| Independent | 148 | 47.6 | |
| Year of Service | < 1 | 19 | 6.1 |
| 1–4 | 62 | 19.9 | |
| 5–9 | 71 | 22.8 | |
| 10–14 | 110 | 35.4 | |
| 15–19 | 34 | 10.9 | |
| > 20 | 15 | 4.8 | |
| Management style (By...) | The boss(es) | 123 | 39.5 |
| Department heads | 133 | 42.8 | |
| Professional CEO | 55 | 17.7 | |
| Number of Branches | No | 101 | 32.5 |
| 2–10 | 109 | 35.0 | |
| 11–25 | 66 | 21.2 | |
| > 26 | 35 | 11.2 | |
| Number of Personnel (people) | < 10 | 18 | 5.8 |
| 10–49 | 127 | 40.8 | |
| 50–99 | 76 | 24.4 | |
| 100–149 | 58 | 18.6 | |
| 150–199 | 25 | 8.0 | |
| > 200 | 7 | 2.3 | |
Management Quality (IQ) Assessment
| 3.74±1.14 | 4.39±0.93 | 4.27±0.97 | ||
| 2.59±1.13 | 3.58±1.10 | 3.28±1.05 | ||
| 2.45±1.12 | 3.31±1.14 | 2.72±1.16 | ||
| X2 | 180.395 | 156.274 | 244.322 | |
| p | 0.000 | 0.000 | 0.000 | |
| X2 | 810.226 | |||
| p | 0.000 | |||