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

Sormaz Ümit, Onur Neslihan, Akdağ Gürkan and Yılmaz Mustafa
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Sormaz Ümit: Akdeniz University, Faculty of Manavgat Tourism, Department of Gastronomy and Culinary Arts, Antalya/Turkey
Onur Neslihan: Assoc. Prof., Necmettin Erbakan University, Faculty of Tourism, Department of Gastronomy and Culinary Arts, Konya/Turkey and Kyrgyz-Turkish Manas University, Faculty of Tourism, Department of Gastronomy and Culinary Arts, Bishkek/Kyrgyzstan
Akdağ Gürkan: Assoc. Prof., Mersin University, Faculty of Tourism, Department of Gastronomy and Culinary Arts, Mersin/Turkey
Yılmaz Mustafa: Assist. Prof. Dr. Karabük University, Faculty of Safranbolu Tourism, Department of Gastronomy and Culinary Arts, Karabük/Turkey

European Journal of Tourism, Hospitality and Recreation, 2025, vol. 15, issue 1, 167-182

Abstract: In recent years, as consumer income levels have increased, restaurant customers’ preferences have changed, and this is especially reflected in ALCR customers with high service quality. The research was based on the hypothesis that ALCR’s service quality is high. In this study, tourism professionals and academicians aimed to evaluate the product and service quality offered by restaurants — a service sector that aims to provide high-level service — using the secret shopper (SS) method. In the research, 311 restaurant establishments serving in Istanbul, a mega tourism city, were evaluated using the SS method. Since the SS method is an observational technique, the research took a long time (12 months). As a result of the research, it was determined that interaction (p

Keywords: Tourism; Gastronomy; A la Carte Restaurant; Service Quality; Secret Shopper (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:ejothr:v:15:y:2025:i:1:p:167-182:n:1012

DOI: 10.2478/ejthr-2025-0012

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