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Service Quality Approach in Development of Children's Visit Model SERVICE QUALITY APPROACH IN DEVELOPMENT OF CHILDREN'S VISIT MODEL. CASE STUDY GOLESTAN PALACE MUSEUM, TEHRAN, IRAN Seyedeh Yasamin Hosseini Per citar o enllaçar aquest document: Para citar o enlazar este documento: Use this url to cite or link to this publication: http://www.tdx.cat/handle/10803/667502 ADVERTIMENT. L'accés als continguts d'aquesta tesi doctoral i la seva utilització ha de respectar els drets de la persona autora. Pot ser utilitzada per a consulta o estudi personal, així com en activitats o materials d'investigació i docència en els termes establerts a l'art. 32 del Text Refós de la Llei de Propietat Intel·lectual (RDL 1/1996). Per altres utilitzacions es requereix l'autorització prèvia i expressa de la persona autora. En qualsevol cas, en la utilització dels seus continguts caldrà indicar de forma clara el nom i cognoms de la persona autora i el títol de la tesi doctoral. No s'autoritza la seva reproducció o altres formes d'explotació efectuades amb finalitats de lucre ni la seva comunicació pública des d'un lloc aliè al servei TDX. Tampoc s'autoritza la presentació del seu contingut en una finestra o marc aliè a TDX (framing). Aquesta reserva de drets afecta tant als continguts de la tesi com als seus resums i índexs. ADVERTENCIA. El acceso a los contenidos de esta tesis doctoral y su utilización debe respetar los derechos de la persona autora. Puede ser utilizada para consulta o estudio personal, así como en actividades o materiales de investigación y docencia en los términos establecidos en el art. 32 del Texto Refundido de la Ley de Propiedad Intelectual (RDL 1/1996). Para otros usos se requiere la autorización previa y expresa de la persona autora. En cualquier caso, en la utilización de sus contenidos se deberá indicar de forma clara el nombre y apellidos de la persona autora y el título de la tesis doctoral. 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DOCTORAL THESIS Service Quality approach in development of children's visit model, Case study Golestan palace museum, Tehran, Iran Seyedeh Yasamin- Hosseini 2019 1 DOCTORAL THESIS Service Quality approach in development of children's visit model, Case study Golestan palace museum, Tehran, Iran Seyedeh Yasamin- Hosseini 2019 JOINT DOCTORAL PROGRAM IN TOURISM Supervisors: Director: Dr. Silvia Aulet Serrallonga Tutor and Co- director: Dr. Roser Juanola Terradellas 2 WE DECLARE: That the thesis: "Service Quality approach in development of children's visit model, Case study Golestan palace museum, Tehran, Iran" , presented by Seyedeh Yasamin Hosseini to obtain a doctoral degree, has been completed under our supervision [and meets the requirements to opt for an International Doctorate (include only if appropriate). For all intents and purposes, we hereby sign this document. Signature Dr. Silvia Aulet Signature Dr. Roser Juanela Girona, 3 List of publications and conferences Hosseini, Y. (2016). Norouz Conference, Norouz, Peace and Tourism, 7th March 2016, Research institute of Cultural Heritage & Tourism, Tehran, Iran. Hosseini, Y. (2016). The International Tourism Brand Conference, A model of tourism destination brand equity: The Case of Qajar Mansions in Tehran, 4th January 2016, Isfahan, Iran. Hosseini, Y. (2015). International Conference, World Tourism Day Celebration, Evaluation of Tourism Industry in Iran, as a tool for creating a Culture of Peace, 25th September 2015, Allameh Tabatabai University, Tehran, Iran. Hosseini, Y. (2015). The Third National Conference, Geography and Stable Environment, Investigation of the tourist's Criteria Over visiting Old Qajar Mansions in Tehran, 7th May 2015, Hamedan, Iran. 4 Dedication This PhD research Thesis is dedicated to all members of my family, especially to my dearest father and mother for all their love and support and putting me through the best education possible. I appreciate their sacrifices; I would not have been able to get to this stage without them. To my beloved husband Ashkan who has been a constant source of support and encouragement during the challenges of doing my PhD and life. I am truly thankful for having you in my life. 5 ACKNOWLEGMENTS I would like to express my special appreciation and thanks to my tutor Dr. Roser Juanela, you have been a tremendous mentor for me. I would like to thank you for your kind guidance. Your advices on my research have been invaluable. I would also like to thank my director of thesis, Dr. Silvia Aulet I appreciate all her contributions of time and ideas to make my Ph.D. experience productive and stimulating. I would also like to thank to Golestan palace museum's authorities for their cooperation. A special thanks to my family. Words cannot express how grateful I am to my father, mother and my sister. I would especially like to thank my beloved husband for supporting me for everything, and especially I can’t thank you enough for encouraging me throughout this experience. My time at UDG was made enjoyable in large part due to the many friends and groups that became a part of my life. I am grateful for time spent with roommates and friends and our memorable days and for many other people and memories. 6 Contents List of Abbreviation…………………………………………………………………………...9 List of Tables…………………………………………………………………………………10 List of Pictures……………………………………………………………………………….12 List of Charts…………………………………………………………………………………13 List of Figures………………………………………………………………………………..14 Abstract………………………………………………………………………………………15 Resum………………………………………………………………………………………...16 Resumen……………………………………………………………………………………...17 1)Introduction………………………………………………………………………………...19 1.1.Research Objectives, Problems and Primary Research Questio……………………….24 1.2.Research Variables…………………………………………………………………….26 1.3.The Hypothesis………………………………………………………………………...27 1.4.Litrature Review………...……………...……………………………………………...28 1.5. Research design and methodology……………………………………………………31 1.6. Research model and measurement tools………………………………………………33 1.7. Reliability and validity analysis of questionnaires……………………………………41 1.8. Limitation of the research……………………………………………………………..44 2)Theoretical framework, the concepts of Education, Children, Museums and Tourism……46 2.1. Cultural Tourism………………………………………………………………………47 2.2. Heritage Tourism……………………………………………………………………...49 2.3. Heritage museum……………………………………………………………………...51 2.4. Museum experience…………………………………………………………………...56 2.5. Children in museums………………………………………………………………….61 2.6. Museums Services to Kids……………………………………………………………65 2.7. Heritage Experience…………………………………………………………………..69 2.7.1. Heritage Museum Experience ................................................................................ 71 2.7.2. Learning and education .......................................................................................... 76 2.8. Expectations and satisfaction………………………………………………………….79 2.9. Service Quality model………………………………………………………………...84 7 2.10. The Role of UNESCO……………………………………………………………….89 2.10.1. World Heritage Convention .................................................................................. 92 2.10.2. World Heritage Definitions .................................................................................. 96 2.10.3. Word Heritage site's lists ...................................................................................... 98 2.11. A brief history of Golestan palace museum………………………………………..100 3) Data Analysis and Interpretation…………………………………………………………117 3.1. Primary school students demographics data…………………………………………118 3.2. Interpretations of each service quality factors according to the questionnaires data..121 3.3. Dependent and independent variables data interpretation…………………………...139 3.4. Identifying the effective criteria (service quality factors) and satisfaction………….145 3.5. Relations between variables of research…………………………………………….170 3.6. Hypotheses testing Finding………………………………………………………….175 4) Conclusions and recommendations………………………………………………………187 5) Further researches………………………………………………………………………..198 Bibliography………………………………………………………………………………...200 Questionnaire……………………………………………………………………………..211 8 List of Abbreviation - GLM: General Linear Model - ICOM: International Council of Museums - ICOMOS: International Council of Monuments and Sites - WHC: World Heritage Convention - WHS: World Heritage Site - UNESCO: The United Nations Educational, Scientific and Cultural Organization - ICCHTO: Iranian Culture Heritage Handicrafts and Tourism Organization 9 List of Tables Table
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