AN INTEGRATED PERFORMANCE MEASUREMENT FRAMEWORK FOR RESTAURANT CHAINS: A CASE STUDY IN ISTANBUL

Companies that continue to operate in a competitive market strive the most efficient use of their resources order remain competitive. Nowadays, with increasing customer feedback, properly analyzing needs and requests producing services accordance expectations have become increasingly important due large number companies competing same market, this is especially be at forefront competitors food industry. There are risks uncertainties owing continuously changing demand for service enterprises, difficulty regulate interest comparable charges, environment, currency rate hikes. In light all these circumstances, restaurants require versatile tool effectively measure analyze performance. Therefore, study combines Principal Component Analysis (PCA) Categorical Data Envelopment (CAT-DEA) performance 15 dealers Istanbul, divided into three categories: steakhouse, kebab, meatball-doner. The results demonstrate each category has just one restaurant, total out fifteen. addition suggested CAT-DEA-based framework, research hypotheses constructed analyzed investigate link between restaurant various environmental factors (or relevant indicators)