Investigation of Visitor Experiences in Gastronomy Themed Museums in Terms of Service Errors

Abstract

Museums remain on the agenda as an important component of cultural experience. Gastronomic museums are one of the areas that tourists who want to have a gastronomic experience and increase their knowledge turn to. Within the scope of the study, visitor experiences in gastronomy-themed museums in Türkiye; It is aimed to present suggestions to gastronomy museums and visitors to improve their experiences by examining them in terms of service errors. Negative comments of museum visitors on the TripAdvisor site were accepted as service errors and were evaluated by content analysis. As a result of the analysis, service errors in gastronomythemed museums; visitors, service system, employees, museum management and organization, environment. Among the negatively reported subjects, the highest rate was; The size of the service error caused by the visitor has been determined. The content, quality and taste of the food and beverages offered, the high prices, the recommendation status to other visitors, the adequacy of the content of the food and beverages offered, the disinterested attitudes and approaches of the employees were expressed by the visitors as service failures.