Akaryakıt İstasyonlarında Tuvalet Temizliği Konusundaki Tüketici Tercihleri: Demografik Bir Karşılaştırma

Service quality is one of the most important factors shaping the consumer experience. Hygiene, which has become critical especially after COVID-19, has started to have a direct impact on service quality and to shape consumers' service preferences. Today, the effect of hygiene standards on customer satisfaction in public areas such as restaurants, hotels and airports is increasingly being investigated. In this context, determining how the cleanliness of toilets at gas stations differs in consumer preferences is an important issue. This study aims to examine the differences in the perception of toilet cleanliness and purchasing decisions at gas stations according to demographic factors. A survey was conducted with 387 participants, and the collected data were analyzed using statistical methods. An independent samples t-test and one-way ANOVA were used to test the hypotheses. The results indicate that perceptions of toilet cleanliness vary based on demographic factors. It is expected that this study will contribute to service quality and consumer behavior by providing important insights for both academics and practitioners.