Consumer Rights Awareness Among Restaurant Customers: The Case Of Balikesir

Abstract

Consumer rights are among the fundamental regulations aimed at ensuring the economic and legal security of individuals who purchase goods and services. When consumers are dissatisfied with the products or services they receive, they have the opportunity to seek redress through various legal channels. Contemporary studies on consumer rights primarily focus on general consumer behavior, levels of awareness, and legal processes. However, research examining consumer rights awareness on a sectoral basis particularly within the service industry remains limited. Restaurant services stand out as a domain where consumer rights are directly experienced, and where factors such as service quality, hygiene, and pricing play a significant role in customer satisfaction. Despite this, no research has been found specifically addressing the awareness levels of restaurant customers regarding their consumer rights. The aim of this study is to determine the level of awareness among individuals who benefit from restaurant services regarding consumer rights, and to contribute to the related literature. In this study, the interview technique, one of the qualitative research methods, was employed. Face-to-face interviews were conducted with customers who received service in restaurants (dine-in and fast food) operating in Balıkesir, Türkiye, between April 1 and May 30, 2025, using a convenience sampling method. Based on the data collected from 38 participants, it was found that restaurant customers generally have a moderate level of awareness regarding consumer rights. The most frequently reported issue was hygiene deficiencies. A majority of participants stated that they primarily attempted to resolve their complaints through verbal feedback.