Abstract:

The quality of service is defined as a concept that explains how much a business can meet customer expectations, while the concept of renewal is related to the attitudes of individuals to be personally renewed towards the actions they carry out. The common feature of these two concepts is: a receiving service, an involved activity, etc. They are the concepts directed to situations, based on the persons’ point of view and personal assessments. But there is a significant lack in literature in relation to the relationship between these two structures that have common points. The main purpose of the research is to explore the relationship between service quality and the concepts of renewal. The universe of research is formed by individuals visiting the Hatay Archaeological Museum in 2020. The survey used the survey technique as a data collection tool and 404 valid survey data were obtained. The data obtained in accordance with the purposes of the research; frequency analysis, validity and reliability tests, normality tests, correlation (relation) and regression (effect) analysis were applied. The results of the analyses found that there was a positive and statistically meaningful relationship between the participants’ perceptions of service quality and the levels of renewal. In addition, the regression analysis from this relationship has found that participants’ perceptions of service quality have a positive and statistically meaningful impact on renewal levels.

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