Exploring Customer Perception of Service Quality in Coffeehouse Chains

Kamil Oygur Yamak


Turkey is a fast growing market for global coffeehouse brands. This exploratory study investigates the service quality considerations of coffeehouse chains as perceived by the customers; namely customer expectations, loyalty, reasons of preference over coffee house brands, and service attributes of the coffee house brands in Turkey. Data are collected from a sample in several popular shopping malls in different parts of Istanbul that shelters coffeehouses of all of the brands included in this study through a survey questionnaire. The sample is chosen randomly and the survey is conducted mostly at weekends. The brands included in this survey are the five top global brands and one domestic brand. Results give evidence that further study may expose more revealing findings about customer satisfaction and commitment in coffee house brands.

Full Text:


DOI: https://doi.org/10.22158/jar.v4n1p1


  • There are currently no refbacks.

Copyright (c) 2020 Kamil Oygur Yamak

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.