ANALISIS KUALITAS PELAYANAN FOOD & BEVERAGE TERHADAP TINGKAT KEPUASAN TAMU DI INDUSTRI PERHOTELAN TURKI

Abstract

In the international hospitality industry, service quality plays a crucial role in shaping guest experiences and satisfaction, particularly within the Food and Beverage (F&B) sector. This academic article aims to analyze the impact of waitress service quality on restaurant guest satisfaction, based on an internship program (SCP) conducted at two star-rated hotels in Turkey with distinct operational concepts: Selene Beach & Spa Hotel (Adults-Only, 16+) in Antalya and Adempira Thermal & Spa Hotel (Family Hotel) in Pamukkale. The study employs a descriptive-qualitative approach involving direct participant observation during daily operations from May 2025 to January 2026, informal in-depth interviews with department supervisors, and an analysis of field notes recorded during the internship. Field analysis reveals that key service quality dimensions—specifically service speed (responsiveness), staff friendliness and communication etiquette (assurance and empathy), menu knowledge (competence), and dining area hygiene and cleanliness (tangibles)—are primary determinants significantly influencing restaurant guest satisfaction. Furthermore, the study identifies that differing market segments (exclusive adult-only vs. family-oriented) necessitate flexible service adaptations to optimize guest loyalty. A comparative analysis indicates that the Turkish work system excels in operational efficiency and dynamic task flexibility when compared to conventional hospitality work ecosystems.