Hizmet Kalitesi ile Yenilenme Arasındaki İlişkinin İncelenmesi: Hatay Arkeoloji Müzesi Örneği

Abstract

While service quality is defined as a concept that explains the extent to which a business can meet customer expectations, the concept of re-creation is related to the attitudes of individuals to be personally renewed towards the actions they do. The common feature of these two concepts is; they are concepts based directly on individuals' perspectives and personal evaluations for a service received, an activity involved, etc. However, there is an important deficiency in the relationship between these two structures, which have common points in the literature. The main purpose of the research is to examine the relationship between service quality and renewal concepts. The population of the research consists of individuals visiting Hatay Archeology Museum in 2020. Survey technique was used as a data collection tool in the research and 404 valid survey data were obtained. In line with the purposes of the research, the data obtained; frequency analysis, validity and reliability tests, normality test, correlation (correlation) and regression (effect) analyzes were applied. As a result of the analysis, it was determined that there was a positive and statistically significant relationship between the service quality perceptions of the participants and their renewal levels. In addition, as a result of the regression analysis based on this relationship, it was determined that the service quality perceptions of the participants had a positive and statistically significant effect on the renewal levels.