ÖzetYüksek hizmet kalitesinin ve algılanan ziyaretçi memnuniyet seviyesinin müşteri sadakatini ve tavsiye etme niyetini etkilediği söylenebilir. Müzelerde hizmet kalitesinin ölçülmesi bir hizmet boyutunun hangi yönlerinin sorun oluşturabileceğini ortaya koymakta ve böylece problemin giderilmesi için öneriler geliştirilmesine imkan tanımaktadır. Bu çalışmanın amacı Anadolu Medeniyetleri Müzesi'ne yönelik algılanan hizmet kalitesinin memnuniyet algısı ve tavsiye etme niyeti üzerindeki etkisini ölçmektir. Anadolu Medeniyetleri Müzesinde 449 ziyaretçiyle yapılan araştırmada hizmet kalitesi "fiziksel özellikler", "heveslilik", "iletişim", "tüketilenler" ve "empati" olmak üzere 5 boyuttan oluşmuştur. "Fiziksel özellikler" boyutunun memnuniyet ve tavsiye etme niyeti üzerinde en etkili boyut olduğu saptanmıştır. Ayrıca, çalışma sonuçları, algılanan hizmet kalitesinin memnuniyet algısı ve tavsiye etme niyeti üzerinde anlamlı ve pozitif bir etkisi olduğunu göstermiştir.Anahtar kelimeler: Hizmet kalitesi, memnuniyet algısı, tavsiye etme niyeti, Anadolu Medeniyetleri müzesi, Ankara. AbstractIt could be claim that high service quality and perceived visitor satisfaction level influence customer loyalty and intention to recommend. Measuring the quality of service in the museums reveals which aspects of a service dimension can pose a problem and thus allows suggestions to be developed to address the problem The purpose of this study is to measure the perceived quality of service for the Museum of Anatolian Civilizations and the effect of the service quality on perception of satisfaction and intention to recommend. In a survey of 449 visitors in the Anatolian Civilizations Museum in Ankara, the service quality dimensions were identified as "tangibility", "responsiveness", "communication", "consumable" and "empathy". Furthermore it has been determined that the "tangibility" dimension is the most effective dimension on satisfaction and intention to recommend. As a further conclusion, the results of the study showed that the perceived service quality has a significant and positive effect on the perceived satisfaction and intention to recommend.

Turist rehberliği, özellikle kitle turizminin artış göstermesine bağlı olarak turizm endüstrisinin kilit rolü oynayan bir unsuru haline gelmiştir. Ülkelerin, bölgelerin ve işletmelerin tanıtımında stratejik rol oynayan rehberlik mesleği, aynı zamanda birçok zorluğu da bünyesinde barındırmaktadır. Buradan yola çıkarak araştırmada, Kapadokya destinasyonunda faaliyet gösteren turist rehberlerinin mesleki sorunlarını tespit etmek, bu sorunlara çözüm önerileri geliştirmek ve mevcut literatüre katkı sağlamak amaçlanmaktadır. Bu amaç doğrultusunda yarı-yapılandırılmış görüşme tekniği uygulanan 17 turist rehberinden telefon ve e-mail aracılığıyla veri toplanmıştır. Sonuç olarak turist rehberlerinin mesleklerine yönelik algıladıkları sorunlar dört başlık altında toplanmıştır. En önemli üç sorunun yasal yetersizliklere ilişkin olduğu bulgulanmıştır. Diğer sorunların ise Kapadokya bölgesinin coğrafi, fiziksel ve işgücü özelliklerinden kaynaklandığı tespit edilmiştir. Çalışmada ayrıca turist rehberlerinin, söz konusu sorunlara ilişkin çözüm önerilerine yer verilmiştir.

Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Furthermore, despite community participation level is low, local people perceive the impact of tourism positively and support tourism development. Ensuring the participation of the local people is very important for the sustainable development of tourism.

Experiencing local food in a certain destination becomes one of the most important tourism activities for tourists. Local foods; which play an important role in destination choice, revisit intention and marketing are useful tools for destination development. In 2015 Gaziantep was entitled to join the UNESCO Creative Cities Network in Gastronomy branch. Therefore the aim of this study is to investigate the domestic tourist perception of Gaziantep local food and the effect of this perception on revisit intention. As a result of the survey conducted with 394 domestic tourists have visited Gaziantep, it had been shown that the local food perception can be grouped under five dimensions as cultural experience, restaurant service, food taste, health and hygiene, variety and table manner. It had been also found that the dimensions of cultural experience, variety and table manner, food taste have a positive effect on the revisit intention. However, it was also determined that Gaziantep's membership of the UNESCO Creative Cities Network in gastronomy branch is not known enough. In destination marketing, local dishes can be stressed more strongly and thus more tourists can be attracted. Therefore, tour companies can give more space to promote Gaziantep's regional culinary richness in their promotional brochures, websites and social media.

Social media, which allows tourists to share travel experiences and communicate with other people, has become the main source of information especially for young people when purchasing tourismrelated products and services. Tourism products and services are considered to be highly risky because they cannot be evaluated in advance as material products and services. Therefore, the use of social media has gained importance. The purpose of this study is to determine the social media usage of young people related the tourism products and services and to determine social media involvement in social media usage. Design/methodology/approach-Data were collected with face-to-face survey technique from 413 participants. Reliability, Factor, Correlation and Regression tests were applied to the data set the help of SPSS program. Findings-As a result of the factor analysis of the scale that was employed in the study, it was found out that there is a positive, strong and significant correlation between the factors of social media consumption, social media creation, perceived enjoyment, trust and involvement. It was also determined that social media was used more for the purpose of searching for information before traveling. Discussion-Tourism businesses and marketers need to analyze the role of website design and mobile technology and especially social media well in order to attract and retain customers. Businesses should increase the number of social media tools they use and they should endeavor to create social media creation with content that will attract the attention and appeal to young people. It is important that the contents are prepared to enhance the sense of reality. In addition to content and creation, updating social media tools should be prioritized.