10.53601/tourismandrecreation.1035284

The aim of this study is to determine the effect of perceived service quality of businesses offering Turkish coffee on customer loyalty and revisit intention. For this purpose, the survey technique was used as a data collection tool in the study. The SERVQUAL scale was used to measure the quality of the service provided. The sample of the research consists of 394 participants who visited the chain coffee businesses operating in Afyonkarahisar province between September and November 2021. SPSS statistical program was used to analyze the data in the research. Regression analysis was used to test hypotheses during the data analysis phase. In the analysis of the data obtained by the questionnaire technique, besides descriptive statistics, correlation and regression analyzes were used. According to the results of the research, it has been determined that physical evidence, reliability and assurance, which are the dimensions of perceived service quality, affect customer loyalty positively, while responsiveness and empathy have no effect. It has been determined that all dimensions of perceived service quality positively affect the intention to revisit. It has been determined that the intention to revisit positively affects customer loyalty.