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Assessment of service quality in a la carte restaurants within the mega city of Istanbul: A mystery shoppers’ study

Ümit Sormaz

Ümit Sormaz

Akdeniz University, Faculty of Manavgat Tourism, Department of Gastronomy and Culinary ArtsAntalya, Turkey
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Sormaz, Ümit
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Neslihan Onur

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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Onur, Neslihan
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Gürkan Akdağ

Gürkan Akdağ

Mersin University, Faculty of Tourism, Department of Gastronomy and Culinary ArtsMersin, Turkey
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Akdağ, Gürkan
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Mustafa Yılmaz

Mustafa Yılmaz

Karabük University, Faculty of Safranbolu Tourism, Department of Gastronomy and Culinary ArtsKarabük, Turkey
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Yılmaz, Mustafa
  
14 sie 2025
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Data publikacji: 14 sie 2025
Zakres stron: 167 - 182
Otrzymano: 12 cze 2024
Przyjęty: 30 wrz 2024
DOI: https://doi.org/10.2478/ejthr-2025-0012
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© 2025 Ümit Sormaz et al., published by Sciendo
This work is licensed under the Creative Commons Attribution 4.0 International License.

Figure 1:

Map of the northern region of Portugal.
Map of the northern region of Portugal.

Interaction Quality (IQ) Assessment

Management Quality Control
1 2 3
M±SD M±SD M±SD
FDR 2.47±1.25 3.89±1.15 4.57±1.30
TR 2.83±1.15 3.73±1.14 3.49±1.15
LR 2.55±1.10 3.45±1.05 3.10±1.11
Kruskal Walls H X2 21.303 33.661 32.175
p 0.000 0.000 0.000
Friedman X2 979.035
p 0.000

Business Operation information

Business Operations Options FDR TR LR TOTAL
n % n % n % n %
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
TOTAL 93 29.9 112 36.0 106 34.1 311 100.0

Physical Environment Assessment

Management Quality Control
1 2 3
M±SD M±SD M±SD
FDR 3.74±1.23 4.37±0.92 4.30±0.96
TR 2.82±1.20 3.66±1.17 3.42±1.18
LR 2.34±1.22 2.91±1.31 2.58±1.27
Kruskal Walls H X2 221.921 259.730 336.944
p 0.000 0.000 0.000
Friedman X2 793.741
p 0.000

Measurment Model

Construct EFA EV t-values p CA AVE
IQ 56.7 .890 .672
IQ1 .771 fix ***
IQ2 .758 43,529
IQ3 .730 30,644
PEQ 57.9 .930 .710
PEQ1 .901 fix ***
PEQ2 .682 28,982
PEQ3 a 29,360
PEQ4 .909 26,744
MQ 59.1 .920 .719
MQ1 .945 29,930 ***
MQ2 a fix
MQ3 b 34,179
MQ4 .945 25,742 ***
OQ 74.4 .950 .725
OQ1 .937 21,363
OQ2 a fix
OQ3 .931 21,528 ***

Output Quality Assessment

Output Quality Control
1 2 3
M±SD M±SD M±SD
FDR 4.44±0.82 4.72±0.47 4.69±0.55
TR 2.60±1.08 3.27±1.02 3.41±1.20
LR 2.09±1.43 2.73±1.32 2.64±1.38
Kruskal Walls H X2 388.656 391.208 343.686
p 0.000 0.000 0.000
Friedman X2 548.971
p 0.000

Business information

Business Information Options n %
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

Management Quality Control
1 2 3
M±SD M±SD M±SD
FDR 3.74±1.14 4.39±0.93 4.27±0.97
TR 2.59±1.13 3.58±1.10 3.28±1.05
LR 2.45±1.12 3.31±1.14 2.72±1.16
Kruskal Walls H X2 180.395 156.274 244.322
p 0.000 0.000 0.000
Friedman X2 810.226
p 0.000
Język:
Angielski
Częstotliwość wydawania:
2 razy w roku
Dziedziny czasopisma:
Biznes i ekonomia, Zarządzanie biznesem, Zarządzanie przedsiębiorstwem, inne, Branże, Turystyka, hotelarstwo, podróże, Branża eventowa, branża rekreacyjna, Sport i rekreacja, Sport i rekreacja, inne
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