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Hizmet kalitesi ile yenilenme arasındaki ilişkinin incelenmesi: Hatay Arkeoloji Müzesi örneği

Authors: Kalaba, Bertan;

Hizmet kalitesi ile yenilenme arasındaki ilişkinin incelenmesi: Hatay Arkeoloji Müzesi örneği

Abstract

Service quality is seen as a decisive criterion for the success of an institution or business. Knowing how the services offered in museums are perceived by visitors makes an important contribution to museums in seeing their strengths or weaknesses and improving quality. Individuals participate different recreational activities at various times to regenerate, have fun, experience different things and improve themselves. Visiting museum is the one of these activities. The main purpose of the research is to examine the relationship between the service quality perceptions of the visitors of Hatay Archeology Museum and their level of renewal. In line with the purpose of the research, the survey technique was used as a data collection tool. The survey data were collected according to the non-random convenience sampling method between 17.09.2020 and 16.11.2020. Due to the risks posed by the Covid-19 epidemic while applying the survey, some of the research data were obtained by face-to-face and online. Within the scope of the research, analyzes were made in line with the data obtained from 404 questionnaires. Frequency analysis, test of validity, test of reliability, test of normality, correlation analysis and regression analysis were applied to the data. It has been determined that there is a positive and statistically significant relationship between the service quality perceptions of the participants towards the Hatay Archeology Museum and their level of renewal, and also that their perceptions of service quality have a positive and statistically significant effect on the renewal levels.

Hizmet kalitesi, bir kurum veya işletmenin başarıya ulaşmasında belirleyici bir kriter olarak görülmektedir. Müzelerde sunulan hizmetlerin ziyaretçiler tarafından nasıl algılandığının bilinmesi, müzelere güçlü veya zayıf yönlerini görme ve kalitenin iyileştirmesi konusunda önemli bir katkı sağlamaktadır. Bireyler çeşitli zamanlarda yenilenmek, eğlenmek, farklı şeyler deneyimlemek ve kendilerini geliştirmek amacıyla farklı rekreasyon aktivitelerine katılmaktadır. Bu aktivitelerden bir tanesi de müze ziyaretidir. Araştırmanın ana amacı, Hatay Arkeoloji Müzesi ziyaretçilerinin hizmet kalitesi algıları ile yenilenme düzeyleri arasındaki ilişkiyi incelemektir. Araştırmanın amacı doğrultusunda veri toplama aracı olarak anket tekniği kullanılmıştır. Anket verileri 17.09.2020-16.11.2020 tarihleri arasında tesadüfi olmayan kolayda örneklem yöntemine göre toplanmıştır. Anket uygulanırken Covid-19 salgının getirdiği riskler nedeniyle araştırma verilerinin bir kısmı yüz yüze, bir kısmı ise çevrimiçi ortamda elde edilmiştir. Araştırma kapsamında 404 anket formundan elde edilen veriler doğrultusunda analizler gerçekleştirilmiştir. Verilere frekans analizi, geçerlilik ve güvenirlik testleri, normallik testi, korelasyon ve regresyon analizleri uygulanmıştır. Katılımcıların Hatay Arkeoloji Müzesi'ne yönelik hizmet kalitesi algıları ile yenilenme düzeyleri arasında pozitif yönlü ve istatistiki açıdan anlamlı bir ilişki olduğu, ayrıca hizmet kalitesi algılarının yenilenme düzeyleri üzerinde pozitif yönde ve istatistiki açıdan anlamlı bir etkisinin bulunduğu tespit edilmiştir.

Country
Turkey
Related Organizations
Keywords

Hizmet Kalitesi, Kültür Turizmi, Müze, Renewal, Rekreasyon, Museum, Quality of Service, Recreation, Culture Tourism, Yenilenme

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  • citations
    This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    0
    popularity
    This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
    Average
    influence
    This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    Average
    impulse
    This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
    Average
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citations
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
0
Average
Average
Average
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