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

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This assessment reveals high service quality improvements in Istanbul restaurants, indicating effective application of the mystery shopper method.

Quality improvements were observed in interaction, physical environment, management, and output across all assessed restaurants.
The research evaluated 311 restaurants in Istanbul over a 12-month period using the mystery shopper method, revealing significant quality enhancements.
This observational study utilized the secret shopper technique, applied for the first time in the restaurant sector to evaluate service effectiveness.
The findings suggest that using mystery shoppers could significantly enhance service quality in restaurants, benefiting the tourism sector.

Sormaz et al. (2025) studied this question.

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This assessment reveals high service quality improvements in Istanbul restaurants, indicating effective application of the mystery shopper method.