The Impact of Social Servicescape on Restaurant Image and Customer Satisfaction

• Autores: Savaş Artuğer, Fatih Orcan, Aziz Gökhan Özkoç, Taner Dalgin
• Localización: Anuario Turismo y Sociedad, ISSN-e 2346-206X, ISSN 0120-7555, Vol. 36, 2025 (Ejemplar dedicado a: Enero-Junio), págs. 313-326
• Idioma: inglés
• DOI: 10.18601/01207555.n36.13
• Títulos paralelos:
  • El impacto del panorama de servicios sociales en la imagen del restaurante y la satisfacción del cliente
• Enlaces
  • Texto completo (pdf)
• Resumen
  • español

    Este estudio busca determinar cómo el panorama de servicios sociales influye en la imagen y satisfacción de los clientes de restaurantes. Se analizó a los restaurantes en el distrito de Bahçelievler en Estambul con el Certificado de Gestión Turística del Ministerio de Cultura y Turismo de Türkiye.

    Se recopilaron datos de 360 visitantes de los restaurantes. Se utilizaron los Modelos de Ecuaciones Estructurales (MES) para examinar las relaciones entre las variables. Los resultados muestran que las dimensiones del panorama de servicios sociales, como empleados, otros clientes y relaciones, impactan positivamente en la imagen del restaurante. Sin embargo, la aglomeración social tiene un efecto negativo en la imagen. Además, se encontró que la imagen del restaurante influye positivamente en la satisfacción del cliente.

  • English

    The purpose of this study is to determine the effect of the social servicescape on restaurant image and customer satisfaction. The population of the study consists of restaurants operating in the Bahçelievler district of Istanbul province that have obtained a Tourism Management Certificate from the Ministry of Culture and Tourism of the Republic of Turkey. The study collected data from 360 people who visited these restaurants. Structural Equation Modeling (SEM) was employed to analyze the relationships between the variables. As a result of the research, it was revealed that the social servicescape dimensions of employees, other customers and rapport have a positive impact on restaurant image. On the other hand, the social crowding aspect was found to have a negative effect on restaurant image. It was also found that restaurant image has a positive effect on customer satisfaction.

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