Araştırma Makalesi
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The Effect of Perception of Service Quality in the Museum on Revisit and Recommendation Intention

Yıl 2021, Cilt 2, Sayı 2, 42 - 53, 31.12.2021

Öz

The aim of this study is to investigate the effect of the perception of service quality in Şanlıurfa Archeology and Mosaic Museum on the intention to recommend and revisit. Questionnaire technique was used as data collection method in the research. The universe of this research consists of visitors to Şanlıurfa Archeology and Mosaic Museum. The survey was conducted between 16 July-1 October 2021. Convenience sampling method, one of the non-random sampling methods, was used in the study. A total of 433 questionnaires were conducted, and 34 of the questionnaires were not included in the study because they were filled incompletely and incorrectly, therefore, 399 questionnaires were evaluated. As a result of the study, it was determined that there is a positive relationship between the perception of service quality and the intention to recommend and revisit. In addition, it was concluded that the perception of service quality had a positive effect on the intention to recommend and revisit. According to this result, it has been understood that the museum staff and officials increase the satisfaction level of the visitors positively affect the intention to recommend and revisit

Kaynakça

  • Aaker, D.A., Kumar, V. & Day, G.S. (2007). Marketing Research, 9. Edition, John Wiley & Sons, Danvers.
  • Ali, Z. M., Zawawi, R., Myeda, N. E., & Mohamad, N. (2019). Adaptive reuse of historical buildings: Service quality measurement of Kuala Lumpur museums. International Journal of Building Pathology and Adaptation, 37(1), 54-68.
  • Aksu M., Saatcı G. ve Demirbulat, Ö. G. (2017). Çanakkale Arkeoloji Müzesi’ni ziyaret eden yerli turistlerin hizmet kalitesi algılarının belirlenmesi. Eurasian Academy of Sciences Social Science Journal, 389-401.
  • Arora, R. & Charles, S. (1996). The effect of perceived service quality and name familiarity on the service selection decision. The Journal of Services Marketing, 10, 1-24.
  • Bhatti, N., Bouch, A., & Kuchinsky, A. (2000). Integrating user-perceived quality into Web server design. Computer Networks, 33(1-6), 1-16. doi:10.1016/s1389-1286(00)00087-6
  • Boakye, K. G., Natesan, P., & Prybutok, V. R. (2020). A correlated uniqueness model of service quality measurement among users of cloud-based service platforms. Journal of Retailing and Consumer Services, 55. doi:10.1016/j.jretconser.2020.102098
  • Bozkurt, R., Hizmet Endüstrilerinde Kalite, MPM Verimlilik Dergisi, Toplam Kalite Özel Sayısı, 1995 ss. 178-182.
  • Burton C. ve Scott C. (2003). Challenges for the 21st Century. International Journal of Arts Management, 5(2), 56-68.
  • Cheng IM. & Wan, YKP. (2012). Service Quality of Macao Museums. Journal of Quality Assurance in Hospitality and Tourism, 13(1), 37-60.
  • Cronin, J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 6, 55-68.
  • Frochot, I., & Hughes, H. (2000). HISTOQUAL: The Development of a historic houses assessment scale. Tourism Management, 21(2), 157-167.
  • Gilmore, A., & Rentschler, R. (2002). Changes in museum management A custodial or marketing emphasis? Journal of Management Development, 21(10), 745-760.
  • Göktaş, L.S. & Dinçer, M.Z. (2017). İstanbul'da Bulunan Özel Müzelere Yönelik E-Yorumların İçerik Analiziyle Birlikte Değerlendirilmesi. Journal of Recreation and Tourism Research, 4, (Special Issue 1), 328-342.
  • Güneş, E., Pekerşen, Y., Alagöz, G. & Sivrikaya, K. (2019). Müze Ziyaretçilerinin Hizmet Kalitesine Yönelik Algılamaları: Mevlâna Müzesi Örneği. Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD), 11 (21), 591-612.
  • Harrison, P., & Shaw, R. (2004). Consumer satisfaction and post-purchase intentions: An exploratory study of museum visitors. International Journal of Arts Management, 6(2), 23-32.
  • Hsieh, C. M. (2010). Roles of motivations, past experience, perceptions of service quality, value and satisfaction in museum visitors’ loyalty. (Basım numarası: 3417640) [Doktora Tezi, Michigan State Üniversitesi] ProQuest Dissertations & Theses Global.
  • Hsieh, C. M., Park, S. H.. & Hitchcock, M. J. (2015). Examining the relationships among motivation, service quality and loyalty: The case of the National Museum of Natural Science (NMNS). Asia Pacific Journal of Tourism Research, 20(1), 1505-1526.
  • İslamoğlu, A. H., & Alnıaçık, Ü. (2016). Sosyal Bilimlerde Araştırma Yöntemleri. (5. Baskı) İstanbul: Beta Yayınevi.
  • Konuk, F. A. (2021). The moderating impact of taste award on the interplay between perceived taste, perceived quality and brand trust. Journal of Retailing and Consumer Services, 63, 1-8. doi:10.1016/j.jretconser.2021.102
  • Korkmaz, H. (2020). Troya müzesi elektronik ziyaretçi yorumlarının hizmet özellikleri, Memnuniyet ve tavsiye açısından incelenmesi. Gastroia: Journal of Gastronomy and Travel Research, 4(1), 43-56.
  • Kosmopoulos, D., & Styliaras, G. (2018). A survey on developing personalized content services in museums. Pervasive and Mobile Computing, 47, 54-77. doi:10.1016/j.pmcj.2018.05.002
  • Kültür Varlıkları ve Müzeler Genel Müdürlüğü (t.y.). Şanlıurfa Müzesi, https://kvmgm.ktb.gov.tr/TR-44140/sanliurfa-muze-mudurlugu.html, Erişim Tarihi: 24.11.2021.
  • Lacka, E. (2020). Assessing the impact of full-fledged location-based augmented reality games on tourism destination visits, Current Issues in Tourism, 23(3), 345-357. doi:10.1080/13683500.2018.1514370
  • Landrum, H., & Prybutok, V. R. (2004). A service quality and success model for the information service industry. European Journal of Operational Research, 156(3), 628-642. doi:10.1016/s0377-2217(03)00125-5
  • Ledden, L., Kalafatis, S. P., & Mathioudakis, A. (2011). The idiosyncratic behavior of service quality, value, satisfaction, and intention to recommend in higher education: An empirical examination. Journal of Marketing Management, 27(11-12), 1232-1260. doi:10.1080/0267257x.2011.611117
  • Lee, C-K., Yoon, Y-S., & Lee S-K. (2007). Investigating the relationships among perceived value, satisfaction, and recommendations: the case of the Korean DMZ, Tourism Management, 28 (1): 204-214.
  • Lee, K., & Yu, C. (2018). Assessment of airport service quality: A complementary approach to measure perceived service quality based on Google reviews. Journal of Air Transport Management, 71, 28-44. doi:10.1016/j.jairtraman.2018.05.004
  • Lee, S., Jeon, S., & Kim, D. (2011). The impact of tour quality and tourist satisfaction on tourist loyalty: the case of Chinese tourists in Korea, Tourism Management, 32(5), 1115-1124.
  • Maher, J. K., & Clark, J. C. v& Motley, D. G. (2011). Measuring museum service quality in relationship to visitors membership: The case of a children’s museum. International Journal of Arts Management, 13(2), 29–42.
  • Malhotra, N. K. (2004). Marketing Research an Applied Orientation, (4. Edition), Pearson Prentice Hall, New Jersey.
  • Markovic, S., Raspor, S., & Komisc, J. (2013). Museum service quality measurement using the histoqual model. Tourism in Southern and Eastern Europe, 201-216.
  • Mey, L.P., & Mohamed, B. (2010). Servıce quality, visitor satisfaction and behavioral intentions: pilot study at a museum in Malaysia. Journal Of Global Business and Economics, 1(1), 226-240.
  • Mylonakis, J., & Kendristakis, E. (2006). Evaluation of museums service quality a research study of museums and galleries visitors satisfaction. Tourism & Hospitality Management, 12(2). 37-54.
  • Nowacki M. M. (2005) Evaluating a Museum as a Tourist Product Using the SERVQUAL Method, Museum Management and Curatorship, 20: 235-250.
  • Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67-82. doi:10.1016/s0278-4319(98)00047-4
  • O'Neill, M. (2000). The role of perception in disconfirmation models of service quality. Quality Focus, 4(2), 46-59.
  • Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015). Service research priorities in a rapidly changing context. Journal of Service Research, 18(2), 127-159. doi:10.1177/1094670515576315
  • Parasuraman, A., Berry, L.L., & Zeithaml, V.A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
  • Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
  • Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retail, 64 (1), 12-40.
  • Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201-230.
  • Ramsaran-Fowdar, R. R. (2007). Developing a service quality questionnaire for the hotel industry in Mauritius. Journal of Vacation Marketing, 13(1), 19-27.
  • Ramseook-Munhurrun, P., Lukea-Bhiwajee, S., & Naidoo. (2010). Service quality in the public service. International Journal Of Management And Marketing Research, 3(1), 37-50.
  • Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201-214. doi:10.1016/s0022-4359(96)90014-7
  • Stylidis, K., Wickman, C., & Söderberg, R. (2015). Defining perceived quality in the automotive industry: an engineering approach. Procedia CIRP, 36, 165–170. doi:10.1016/j.procir.2015.01.076
  • Su, Y., & Teng, W. (2018). Contemplating museums’ service failure: Extracting the service quality dimensions of museums from negative online reviews. Tourism Management, 69, 214-222. doi:10.1016/j.tourman.2018.06.020
  • Suhail, P., & Srinivasulu, Y. (2021). Perception of service quality, satisfaction, and behavioral intentions in Ayurveda healthcare. Journal of Ayurveda and Integrative Medicine, 12(1), 93-101. doi:10.1016/j.jaim.2020.10.011
  • Şanlıurfa Müze Müdürlüğü (ty), https://kvmgm.ktb.gov.tr/TR-44140/sanliurfa-muze-mudurlugu.html (Erişim Tarihi: 15.12.2021).
  • Tsaur, S.-H., Lin, C.-T., & Wu, C.-S. (2005). Cultural differences of service quality and behavioral intention in tourist hotels. Journal of Hospitality & Leisure Marketing, 13(1), 41-63. doi:10.1300/j150v13n01_04
  • UNESCO (t.y.). Definition of Museum, http://uis.unesco.org/en/glossary-term/museum, Erişim tarihi: 23.11.2021.
  • Wilkins, H., Merrilees, B., & Herington, C. (2007). Towards an understanding of total service quality in hotels. International Journal of Hospitality Management, 26(4), 840-853. doi:10.1016/j.ijhm.2006.07.006
  • Williams, C. (1998), The state of quality management in six leisure-related research sites, The TQM Magazine, 10(2), 95-103.
  • Wu, X., Wang, J., & Ling, Q. (2021). Managing internal service quality in hotels: Determinants and implications. Tourism Management, 86, 104329. doi:10.1016/j.tourman.2021.104329
  • Yazıcıoğlu, Y. & Erdoğan, S. (2014). SPSS Uygulamalı Bilimsel Araştırma Yöntemleri, (4.Baskı), Ankara: Detay Yayıncılık.
  • Yılmaz, İ. (2011). Müze ziyaretçilerinin hizmet kalitesi algılamaları: Göreme açık hava müzesi örneği. Anatolia: Turizm Araştırmaları Dergisi, 22 (2), 183-193.
  • Yücelt U. (2000). Marketing Museums: An Empirical Investigation Among Museum Visitors, Journal of Nonprofit & Public Sector Marketing, 8 (3): 3-13.
  • Zhou, Q., Lim, F. J., Yu, H., Xu, G., Ren, X., Liu, D., Xiangxin, W., Xinda, M., & Xu, H. (2021). A study on factors affecting service quality and loyalty intention in mobile banking. Journal of Retailing and Consumer Services, 60, 1-8. doi:10.1016/j.jretconser.2020.102424.

Müzedeki Hizmet Kalitesi Algısının Tekrar Ziyaret Etme ve Tavsiye Etme Niyeti Üzerindeki Etkisi

Yıl 2021, Cilt 2, Sayı 2, 42 - 53, 31.12.2021

Öz

Bu çalışmanın amacı Şanlıurfa Arkeoloji ve Mozaik Müzesi’ndeki hizmet kalitesi algısının tavsiye etme ve tekrar ziyaret etme niyeti üzerindeki etkisini araştırmaktır. Araştırmada veri toplama yöntemi olarak anket tekniği kullanılmıştır. Bu araştırmanın evrenini, Şanlıurfa Arkeoloji ve Mozaik Müzesi’ne gelen ziyaretçiler oluşturmaktadır. Anket uygulaması 16 Temmuz-1 Ekim 2021 tarihleri arasındaki yapılmıştır. Araştırmada tesadüfî olmayan örnekleme yöntemlerinden kolayda örnekleme yöntemi kullanılmıştır. Toplamda 433 anket edilmiş olup, anketlerden 34’ü eksik ve hatalı doldurulduğu için çalışma kapsamına alınmamış, bu yüzden 399 anket üzerinden değerlendirme yapılmıştır. Çalışma sonucunda, hizmet kalitesi algısıyla tavsiye etme ve tekrar ziyaret etme niyeti arasında pozitif yönlü bir ilişki olduğu belirlenmiştir. Ayrıca hizmet kalitesi algısının tavsiye etme ve tekrar ziyaret etme niyeti üzerinde olumlu yönde etkili olduğu sonucuna ulaşılmıştır. Bu sonuca göre müze çalışanlarının ve yetkililerinin, ziyaretçilerin memnuniyet düzeylerini artırması tavsiye etme ve tekrar ziyaret etme niyetini olumlu yönde etkilediği anlaşılmıştır.

Kaynakça

  • Aaker, D.A., Kumar, V. & Day, G.S. (2007). Marketing Research, 9. Edition, John Wiley & Sons, Danvers.
  • Ali, Z. M., Zawawi, R., Myeda, N. E., & Mohamad, N. (2019). Adaptive reuse of historical buildings: Service quality measurement of Kuala Lumpur museums. International Journal of Building Pathology and Adaptation, 37(1), 54-68.
  • Aksu M., Saatcı G. ve Demirbulat, Ö. G. (2017). Çanakkale Arkeoloji Müzesi’ni ziyaret eden yerli turistlerin hizmet kalitesi algılarının belirlenmesi. Eurasian Academy of Sciences Social Science Journal, 389-401.
  • Arora, R. & Charles, S. (1996). The effect of perceived service quality and name familiarity on the service selection decision. The Journal of Services Marketing, 10, 1-24.
  • Bhatti, N., Bouch, A., & Kuchinsky, A. (2000). Integrating user-perceived quality into Web server design. Computer Networks, 33(1-6), 1-16. doi:10.1016/s1389-1286(00)00087-6
  • Boakye, K. G., Natesan, P., & Prybutok, V. R. (2020). A correlated uniqueness model of service quality measurement among users of cloud-based service platforms. Journal of Retailing and Consumer Services, 55. doi:10.1016/j.jretconser.2020.102098
  • Bozkurt, R., Hizmet Endüstrilerinde Kalite, MPM Verimlilik Dergisi, Toplam Kalite Özel Sayısı, 1995 ss. 178-182.
  • Burton C. ve Scott C. (2003). Challenges for the 21st Century. International Journal of Arts Management, 5(2), 56-68.
  • Cheng IM. & Wan, YKP. (2012). Service Quality of Macao Museums. Journal of Quality Assurance in Hospitality and Tourism, 13(1), 37-60.
  • Cronin, J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 6, 55-68.
  • Frochot, I., & Hughes, H. (2000). HISTOQUAL: The Development of a historic houses assessment scale. Tourism Management, 21(2), 157-167.
  • Gilmore, A., & Rentschler, R. (2002). Changes in museum management A custodial or marketing emphasis? Journal of Management Development, 21(10), 745-760.
  • Göktaş, L.S. & Dinçer, M.Z. (2017). İstanbul'da Bulunan Özel Müzelere Yönelik E-Yorumların İçerik Analiziyle Birlikte Değerlendirilmesi. Journal of Recreation and Tourism Research, 4, (Special Issue 1), 328-342.
  • Güneş, E., Pekerşen, Y., Alagöz, G. & Sivrikaya, K. (2019). Müze Ziyaretçilerinin Hizmet Kalitesine Yönelik Algılamaları: Mevlâna Müzesi Örneği. Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD), 11 (21), 591-612.
  • Harrison, P., & Shaw, R. (2004). Consumer satisfaction and post-purchase intentions: An exploratory study of museum visitors. International Journal of Arts Management, 6(2), 23-32.
  • Hsieh, C. M. (2010). Roles of motivations, past experience, perceptions of service quality, value and satisfaction in museum visitors’ loyalty. (Basım numarası: 3417640) [Doktora Tezi, Michigan State Üniversitesi] ProQuest Dissertations & Theses Global.
  • Hsieh, C. M., Park, S. H.. & Hitchcock, M. J. (2015). Examining the relationships among motivation, service quality and loyalty: The case of the National Museum of Natural Science (NMNS). Asia Pacific Journal of Tourism Research, 20(1), 1505-1526.
  • İslamoğlu, A. H., & Alnıaçık, Ü. (2016). Sosyal Bilimlerde Araştırma Yöntemleri. (5. Baskı) İstanbul: Beta Yayınevi.
  • Konuk, F. A. (2021). The moderating impact of taste award on the interplay between perceived taste, perceived quality and brand trust. Journal of Retailing and Consumer Services, 63, 1-8. doi:10.1016/j.jretconser.2021.102
  • Korkmaz, H. (2020). Troya müzesi elektronik ziyaretçi yorumlarının hizmet özellikleri, Memnuniyet ve tavsiye açısından incelenmesi. Gastroia: Journal of Gastronomy and Travel Research, 4(1), 43-56.
  • Kosmopoulos, D., & Styliaras, G. (2018). A survey on developing personalized content services in museums. Pervasive and Mobile Computing, 47, 54-77. doi:10.1016/j.pmcj.2018.05.002
  • Kültür Varlıkları ve Müzeler Genel Müdürlüğü (t.y.). Şanlıurfa Müzesi, https://kvmgm.ktb.gov.tr/TR-44140/sanliurfa-muze-mudurlugu.html, Erişim Tarihi: 24.11.2021.
  • Lacka, E. (2020). Assessing the impact of full-fledged location-based augmented reality games on tourism destination visits, Current Issues in Tourism, 23(3), 345-357. doi:10.1080/13683500.2018.1514370
  • Landrum, H., & Prybutok, V. R. (2004). A service quality and success model for the information service industry. European Journal of Operational Research, 156(3), 628-642. doi:10.1016/s0377-2217(03)00125-5
  • Ledden, L., Kalafatis, S. P., & Mathioudakis, A. (2011). The idiosyncratic behavior of service quality, value, satisfaction, and intention to recommend in higher education: An empirical examination. Journal of Marketing Management, 27(11-12), 1232-1260. doi:10.1080/0267257x.2011.611117
  • Lee, C-K., Yoon, Y-S., & Lee S-K. (2007). Investigating the relationships among perceived value, satisfaction, and recommendations: the case of the Korean DMZ, Tourism Management, 28 (1): 204-214.
  • Lee, K., & Yu, C. (2018). Assessment of airport service quality: A complementary approach to measure perceived service quality based on Google reviews. Journal of Air Transport Management, 71, 28-44. doi:10.1016/j.jairtraman.2018.05.004
  • Lee, S., Jeon, S., & Kim, D. (2011). The impact of tour quality and tourist satisfaction on tourist loyalty: the case of Chinese tourists in Korea, Tourism Management, 32(5), 1115-1124.
  • Maher, J. K., & Clark, J. C. v& Motley, D. G. (2011). Measuring museum service quality in relationship to visitors membership: The case of a children’s museum. International Journal of Arts Management, 13(2), 29–42.
  • Malhotra, N. K. (2004). Marketing Research an Applied Orientation, (4. Edition), Pearson Prentice Hall, New Jersey.
  • Markovic, S., Raspor, S., & Komisc, J. (2013). Museum service quality measurement using the histoqual model. Tourism in Southern and Eastern Europe, 201-216.
  • Mey, L.P., & Mohamed, B. (2010). Servıce quality, visitor satisfaction and behavioral intentions: pilot study at a museum in Malaysia. Journal Of Global Business and Economics, 1(1), 226-240.
  • Mylonakis, J., & Kendristakis, E. (2006). Evaluation of museums service quality a research study of museums and galleries visitors satisfaction. Tourism & Hospitality Management, 12(2). 37-54.
  • Nowacki M. M. (2005) Evaluating a Museum as a Tourist Product Using the SERVQUAL Method, Museum Management and Curatorship, 20: 235-250.
  • Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67-82. doi:10.1016/s0278-4319(98)00047-4
  • O'Neill, M. (2000). The role of perception in disconfirmation models of service quality. Quality Focus, 4(2), 46-59.
  • Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015). Service research priorities in a rapidly changing context. Journal of Service Research, 18(2), 127-159. doi:10.1177/1094670515576315
  • Parasuraman, A., Berry, L.L., & Zeithaml, V.A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
  • Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
  • Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retail, 64 (1), 12-40.
  • Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201-230.
  • Ramsaran-Fowdar, R. R. (2007). Developing a service quality questionnaire for the hotel industry in Mauritius. Journal of Vacation Marketing, 13(1), 19-27.
  • Ramseook-Munhurrun, P., Lukea-Bhiwajee, S., & Naidoo. (2010). Service quality in the public service. International Journal Of Management And Marketing Research, 3(1), 37-50.
  • Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201-214. doi:10.1016/s0022-4359(96)90014-7
  • Stylidis, K., Wickman, C., & Söderberg, R. (2015). Defining perceived quality in the automotive industry: an engineering approach. Procedia CIRP, 36, 165–170. doi:10.1016/j.procir.2015.01.076
  • Su, Y., & Teng, W. (2018). Contemplating museums’ service failure: Extracting the service quality dimensions of museums from negative online reviews. Tourism Management, 69, 214-222. doi:10.1016/j.tourman.2018.06.020
  • Suhail, P., & Srinivasulu, Y. (2021). Perception of service quality, satisfaction, and behavioral intentions in Ayurveda healthcare. Journal of Ayurveda and Integrative Medicine, 12(1), 93-101. doi:10.1016/j.jaim.2020.10.011
  • Şanlıurfa Müze Müdürlüğü (ty), https://kvmgm.ktb.gov.tr/TR-44140/sanliurfa-muze-mudurlugu.html (Erişim Tarihi: 15.12.2021).
  • Tsaur, S.-H., Lin, C.-T., & Wu, C.-S. (2005). Cultural differences of service quality and behavioral intention in tourist hotels. Journal of Hospitality & Leisure Marketing, 13(1), 41-63. doi:10.1300/j150v13n01_04
  • UNESCO (t.y.). Definition of Museum, http://uis.unesco.org/en/glossary-term/museum, Erişim tarihi: 23.11.2021.
  • Wilkins, H., Merrilees, B., & Herington, C. (2007). Towards an understanding of total service quality in hotels. International Journal of Hospitality Management, 26(4), 840-853. doi:10.1016/j.ijhm.2006.07.006
  • Williams, C. (1998), The state of quality management in six leisure-related research sites, The TQM Magazine, 10(2), 95-103.
  • Wu, X., Wang, J., & Ling, Q. (2021). Managing internal service quality in hotels: Determinants and implications. Tourism Management, 86, 104329. doi:10.1016/j.tourman.2021.104329
  • Yazıcıoğlu, Y. & Erdoğan, S. (2014). SPSS Uygulamalı Bilimsel Araştırma Yöntemleri, (4.Baskı), Ankara: Detay Yayıncılık.
  • Yılmaz, İ. (2011). Müze ziyaretçilerinin hizmet kalitesi algılamaları: Göreme açık hava müzesi örneği. Anatolia: Turizm Araştırmaları Dergisi, 22 (2), 183-193.
  • Yücelt U. (2000). Marketing Museums: An Empirical Investigation Among Museum Visitors, Journal of Nonprofit & Public Sector Marketing, 8 (3): 3-13.
  • Zhou, Q., Lim, F. J., Yu, H., Xu, G., Ren, X., Liu, D., Xiangxin, W., Xinda, M., & Xu, H. (2021). A study on factors affecting service quality and loyalty intention in mobile banking. Journal of Retailing and Consumer Services, 60, 1-8. doi:10.1016/j.jretconser.2020.102424.

Ayrıntılar

Birincil Dil Türkçe
Konular Otelcilik, Konaklama, Spor ve Turizm
Bölüm Araştırma Makalesi
Yazarlar

Levent Selman GÖKTAŞ (Sorumlu Yazar)
Harran Üniversitesi Turizm ve Otel İşletmeciliği Yüksekokulu Gastronomi ve Mutfak Sanatları Bölümü
0000-0001-6675-3759
Türkiye


Abdullah ÜLKÜ
HARRAN ÜNİVERSİTESİ, TURİZM VE OTEL İŞLETMECİLİĞİ YÜKSEKOKULU, TURİZM REHBERLİĞİ BÖLÜMÜ
0000-0002-0937-2252
Türkiye

Erken Görünüm Tarihi 30 Aralık 2021
Yayımlanma Tarihi 31 Aralık 2021
Başvuru Tarihi 29 Kasım 2021
Kabul Tarihi 24 Aralık 2021
Yayınlandığı Sayı Yıl 2021, Cilt 2, Sayı 2

Kaynak Göster

APA Göktaş, L. S. & Ülkü, A. (2021). Müzedeki Hizmet Kalitesi Algısının Tekrar Ziyaret Etme ve Tavsiye Etme Niyeti Üzerindeki Etkisi . Avrasya Turizm Araştırmaları Dergisi , 2 (2) , 42-53 . Retrieved from https://dergipark.org.tr/tr/pub/atadergi/issue/67863/1030101

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