THE IMPACT OF SOCIAL SERVICESCAPE ON RESTAURANT IMAGE AND CUSTOMER SATISFACTION
Savas Artuger, Fatih Ercan, Aziz Gokhan Ozkoc, Taner Dalgin
article (Uluslararası, Hakemli) | Yazar(lar): Savas Artuger, Fatih Ercan, Aziz Gokhan Ozkoc, Taner Dalgin | Yıl: 2025 | Dergi/Kurum: ANUARIO TURISMO Y SOCIEDAD | İndeks: WOS.ESCI | DOI: 10.18601/01207555.n36.13 | Anahtar Kelimeler: Servicescape, Social Servicescape, Image, Customer Satisfaction — Özet: The purpose of t
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 Bah & ccedil;elievler 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.