Research Article
BibTex RIS Cite

MÜZELERİN ALGILANAN HİZMET KALİTESİ : İSTANBUL'DAKİ ÖZEL ÇAĞDAŞ SANAT MÜZELERİ ÜZERİNE BİR ARAŞTIRMA

Year 2021, Volume: 4 Issue: 1, 31 - 42, 19.06.2021

Aylin Akar , Fatma Şebnem Arıkboğa

Abstract

References

  • Aliçavuşoğlu, E. (2010). Istanbul Museum of Painting and Sculpture as a Modernization Project. Synergies Turquie(3), 87.
  • Black, G. (2005). The Engaging Museum: Developing Museums for Visitor Involvement. New York: Routledge.
  • Brady, M. K., & Cronin Jr, J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65, 34-49.
  • Erbay, F. (2019). İstanbul'un Yüz Müzecisi. İstanbul: İstanbul Büyükşehir Belediyesi Kültür AŞ.
  • Erbay, M. (2011). Müzelerde Sergileme ve Sunum Teknikleri. İstanbul: Beta.
  • Grönroos, C. (1984). A Service Quality Modeland Its Marketing Implications. European Journal of Marketing, 36-94.
  • Grönross, C. (1998). Marketing Services: the Case of a Missing Product. Journal of Business & Industrial Marketing, 13(4-5), 322-338.
  • Harrison, J. (1997). Museums and Touristic Expectations. Annals of Tourism Research, 24(1), 23.
  • Hsieh, C.-M. (2010). Roles of Motivations, Past Experience, Perceptions of Service Quality, Value and Satisfaction in Museum Visitors' Loyalty. A Dissertation, Michigan State University.
  • Hsieh, C.-M., Park, S. H., & Hitchcock, M. (2015). Examining the Relationships among Motivation, Service Quality and Loyalty:The case of the National Museum of Natural Science. Asia Pacific Journal of Tourism Research, 1-22.
  • Jokanovic, M. (2017, Ekim 17). Memory on the Cabinets of Wonders in Modern and Contemporary Art. Discussing Heritage and Museums: Crossing Paths of France and Serbia (s. 196). Paris: Université Paris 1 Pantheon-Sorbonne Centre de Reherche HICSA.
  • Kotler, N. G., Kotler, P., & Kotler, W. I. (2008). Museum Marketing and Strategy: Designing Missions, Building Audiences and Generating Revenue and Resources. San Francisco: John Wiley & Sons, Inc.
  • Kotler, P., & Keller, K. (2006). Marketin Management (12th Edition). New Jersey: Pearson Education.
  • Markovic, S., Komsic, J., & Raspor, S. (2013). Museum Service Quality Measurement Using the HISTOQUAL Model. Tourism in Southern and Eastern Europe, 201-216.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
  • Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing(49), 41-50.
  • Rentschler, R., & Gilmore, A. (2002). Musuems: Discovering Services Marketing. International Journal of Arts Management, 5(1), 62-72.
  • Seth, N., & Deshmukh, S. G. (2005). Service Quality Models: A Review. International Journal of Quality & Reliability Management, 22(9), 913-919.
  • Uralman, H. H. (2006). 21. Yüzyıla Girerken Bir Bilgi Kurumu Olarak Müze. Bilgi Dünyası, 7(2), 250-266.
  • Watson, S., & Sawyer, A. (2011). National Museums in Britain. Building National Museums in Europe 1750 - 2010, conference proceedings from EuNaMus, European National Museums: Identity, Politics, the Uses of the Past and the European Citizen (s. 99). Bologna: Linköping: Linköping University Electronic Press.
  • Yucelt, U. (2000). Marketing Museums: An Empirical Investigation Among Museum Visitors. Journal of Nonprofit & Public Sector Marketing, 8(3), 3-13.
  • 05 18, 2020 tarihinde Borusan Contemporary: https://www.borusancontemporary.com/tr/muzecafe_23 adresinden alındı
  • 05 18, 2020 tarihinde İstanbul Modern Müze: https://www.istanbulmodern.org/tr/muze/hakkinda_3.html adresinden alındı
  • 05 18, 2020 tarihinde İstanbul Modern Müze: https://www.istanbulmodern.org/tr/muze/hakkinda_3.html adresinden alındı
  • 05 18, 2020 tarihinde İstanbul Modern Müze: https://www.istanbulmodern.org/tr/ziyaret/ziyaret-saatleri-ve-ucretler_17.html adresinden alındı
  • 05 18, 2020 tarihinde Pera Müzesi: https://www.peramuzesi.org.tr/Icerik/Pera-Muzesi-Dostu/92 adresinden alındı
  • 05 18, 2020 tarihinde Sakıp Sabancı Müzesi: https://www.oggusto.com/blog/detay/108/dunyanin-en-iyi-muze-restoranlari.html adresinden alındı
  • Anlağan, Ç. (tarih yok). Kişisel Arşivlerde İstanbul Belleği. Sadberk Hanım Müzesi. Mart 23, 2020 tarihinde http://earsiv.sehir.edu.tr:8080/xmlui/bitstream/handle/11498/3975/001502763006.pdf?sequence=3 adresinden alındı
  • Çuhadar, B. (2010, 05 08). Güncele Yeni Atardamar. 005 18, 2020 tarihinde Radikal: http://www.radikal.com.tr/hayat/guncele-yeni-atardamar-995876/ adresinden alındı
  • Maynard, A. (2016, Haziran 29). The Soul of the Nation: The State Hermitage Museum and the Quest for Russian National Identity. Mart 19, 2020 tarihinde Search.proquest: https://search.proquest.com/docview/1826827754/fulltextPDF/7CF41150180A4764PQ/1?accountid=174195 adresinden alındı
  • Rodini, E. (2019, Haziran 1). 2. Museums and Politics: The Louvre, Paris. Smarthistory: https://smarthistory.org/museums-politic-louvre/ adresinden alındı
  • The Ashmolean. (2017, Ekim 3). The Story of the World's First Public Museum: https://www.ashmolean.org/article/the-story-of-the-worlds-first-public-museum adresinden alındı

Perceived Service Quality in Museums: A Study on Private Contemporary Art Museums in Istanbul

Year 2021, Volume: 4 Issue: 1, 31 - 42, 19.06.2021

Aylin Akar , Fatma Şebnem Arıkboğa

Abstract

Bu çalışma, müze ziyaretçilerinin çağdaş sanat müzelerindeki hizmet kalitesi algılarını adı geçen beş müzeyi karşılaştırarak ölçmeyi ve ziyaretçilerin algı düzeylerinin demografik özelliklerine ve müzeyi ziyaret sıklıklarına göre farklılık gösterip göstermediğini bulmayı amaçlamaktadır. Araştırma, İstanbul’da bulunan Arter, Borusan Contemporary, İstanbul Modern Sanat Müzesi, Pera Müzesi ve Sakıp Sabancı Müzesi’ne ziyarette bulunmuş 230 kişiyle gerçekleşmiştir. Katılımcılara e-posta yoluyla ulaşılmıştır. Anket, 6’sı demografik, 1 adet ziyaret sıklığı içeren ve 25’i Likert tipte 32 sorudan oluşmaktadır. Anketin Likert tipi 25 sorusu, Hsieh (2010) ve Hsieh vd. (2015) çalışmalarında kullanılan MUSEQUAL ölçeğine ilişkin sorulardır. MUSEQUAL ölçeği “fiziksel özellikler”, “iletişim”, “empati”, “heveslilik” ve “tüketilenler” olmak üzere beş boyuttan oluşmaktadır. Anketi cevaplayanlar tüm boyutları ortalama üstünde değerlendirmiştir. En yüksek değerlendirme “fiziksel özellikler” boyutunda, en düşük değerlendirme “tüketilenler” boyutunda bulunmuştur.

Keywords

Müze Hizmet Kalitesi Çağdaş Sanat Müzesi Müzelerde Hizmet Kalitesi MUSEQUAL

References

  • Aliçavuşoğlu, E. (2010). Istanbul Museum of Painting and Sculpture as a Modernization Project. Synergies Turquie(3), 87.
  • Black, G. (2005). The Engaging Museum: Developing Museums for Visitor Involvement. New York: Routledge.
  • Brady, M. K., & Cronin Jr, J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65, 34-49.
  • Erbay, F. (2019). İstanbul'un Yüz Müzecisi. İstanbul: İstanbul Büyükşehir Belediyesi Kültür AŞ.
  • Erbay, M. (2011). Müzelerde Sergileme ve Sunum Teknikleri. İstanbul: Beta.
  • Grönroos, C. (1984). A Service Quality Modeland Its Marketing Implications. European Journal of Marketing, 36-94.
  • Grönross, C. (1998). Marketing Services: the Case of a Missing Product. Journal of Business & Industrial Marketing, 13(4-5), 322-338.
  • Harrison, J. (1997). Museums and Touristic Expectations. Annals of Tourism Research, 24(1), 23.
  • Hsieh, C.-M. (2010). Roles of Motivations, Past Experience, Perceptions of Service Quality, Value and Satisfaction in Museum Visitors' Loyalty. A Dissertation, Michigan State University.
  • Hsieh, C.-M., Park, S. H., & Hitchcock, M. (2015). Examining the Relationships among Motivation, Service Quality and Loyalty:The case of the National Museum of Natural Science. Asia Pacific Journal of Tourism Research, 1-22.
  • Jokanovic, M. (2017, Ekim 17). Memory on the Cabinets of Wonders in Modern and Contemporary Art. Discussing Heritage and Museums: Crossing Paths of France and Serbia (s. 196). Paris: Université Paris 1 Pantheon-Sorbonne Centre de Reherche HICSA.
  • Kotler, N. G., Kotler, P., & Kotler, W. I. (2008). Museum Marketing and Strategy: Designing Missions, Building Audiences and Generating Revenue and Resources. San Francisco: John Wiley & Sons, Inc.
  • Kotler, P., & Keller, K. (2006). Marketin Management (12th Edition). New Jersey: Pearson Education.
  • Markovic, S., Komsic, J., & Raspor, S. (2013). Museum Service Quality Measurement Using the HISTOQUAL Model. Tourism in Southern and Eastern Europe, 201-216.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
  • Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing(49), 41-50.
  • Rentschler, R., & Gilmore, A. (2002). Musuems: Discovering Services Marketing. International Journal of Arts Management, 5(1), 62-72.
  • Seth, N., & Deshmukh, S. G. (2005). Service Quality Models: A Review. International Journal of Quality & Reliability Management, 22(9), 913-919.
  • Uralman, H. H. (2006). 21. Yüzyıla Girerken Bir Bilgi Kurumu Olarak Müze. Bilgi Dünyası, 7(2), 250-266.
  • Watson, S., & Sawyer, A. (2011). National Museums in Britain. Building National Museums in Europe 1750 - 2010, conference proceedings from EuNaMus, European National Museums: Identity, Politics, the Uses of the Past and the European Citizen (s. 99). Bologna: Linköping: Linköping University Electronic Press.
  • Yucelt, U. (2000). Marketing Museums: An Empirical Investigation Among Museum Visitors. Journal of Nonprofit & Public Sector Marketing, 8(3), 3-13.
  • 05 18, 2020 tarihinde Borusan Contemporary: https://www.borusancontemporary.com/tr/muzecafe_23 adresinden alındı
  • 05 18, 2020 tarihinde İstanbul Modern Müze: https://www.istanbulmodern.org/tr/muze/hakkinda_3.html adresinden alındı
  • 05 18, 2020 tarihinde İstanbul Modern Müze: https://www.istanbulmodern.org/tr/muze/hakkinda_3.html adresinden alındı
  • 05 18, 2020 tarihinde İstanbul Modern Müze: https://www.istanbulmodern.org/tr/ziyaret/ziyaret-saatleri-ve-ucretler_17.html adresinden alındı
  • 05 18, 2020 tarihinde Pera Müzesi: https://www.peramuzesi.org.tr/Icerik/Pera-Muzesi-Dostu/92 adresinden alındı
  • 05 18, 2020 tarihinde Sakıp Sabancı Müzesi: https://www.oggusto.com/blog/detay/108/dunyanin-en-iyi-muze-restoranlari.html adresinden alındı
  • Anlağan, Ç. (tarih yok). Kişisel Arşivlerde İstanbul Belleği. Sadberk Hanım Müzesi. Mart 23, 2020 tarihinde http://earsiv.sehir.edu.tr:8080/xmlui/bitstream/handle/11498/3975/001502763006.pdf?sequence=3 adresinden alındı
  • Çuhadar, B. (2010, 05 08). Güncele Yeni Atardamar. 005 18, 2020 tarihinde Radikal: http://www.radikal.com.tr/hayat/guncele-yeni-atardamar-995876/ adresinden alındı
  • Maynard, A. (2016, Haziran 29). The Soul of the Nation: The State Hermitage Museum and the Quest for Russian National Identity. Mart 19, 2020 tarihinde Search.proquest: https://search.proquest.com/docview/1826827754/fulltextPDF/7CF41150180A4764PQ/1?accountid=174195 adresinden alındı
  • Rodini, E. (2019, Haziran 1). 2. Museums and Politics: The Louvre, Paris. Smarthistory: https://smarthistory.org/museums-politic-louvre/ adresinden alındı
  • The Ashmolean. (2017, Ekim 3). The Story of the World's First Public Museum: https://www.ashmolean.org/article/the-story-of-the-worlds-first-public-museum adresinden alındı
There are 32 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Aylin Akar 0000-0001-5759-7723

Fatma Şebnem Arıkboğa 0000-0002-2923-2994

Publication Date June 19, 2021
Submission Date May 13, 2021
Published in Issue Year 2021 Volume: 4 Issue: 1

Cite

APA Akar, A., & Arıkboğa, F. Ş. (2021). MÜZELERİN ALGILANAN HİZMET KALİTESİ : İSTANBUL’DAKİ ÖZEL ÇAĞDAŞ SANAT MÜZELERİ ÜZERİNE BİR ARAŞTIRMA. UNIMUSEUM, 4(1), 31-42.
 Download Cover Image

1462713310

CreativeCommons Attribtion-ShareAlike 4.0 International Licence 146271331027042

Diamond Open Access refers to a scholarly publication model in which journals and platforms do not charge fees to either authors or readers.

Open Access Statement:
This is an open access journal which means that all content is freely available without charge to the user or his/her institution. Users are allowed to read, download, copy, distribute, print, search, or link to the full texts of the articles, or use them for any other lawful purpose, without asking prior permission from the publisher or the author. This is in accordance with the BOAI definition of open access.
Archiving Policy:


http://jfhs.scientificwebjournals.com/en/pub/jfhs/lockss-manifest
Archiving is done according to ULAKBİM "DergiPark" publication policy (LOCKSS).