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Service quality, visitor satisfaction and future behavior in the museum sector

Author

Listed:
  • Daskalaki, Vasiliki V.
  • Voutsa, Maria C.
  • Boutsouki, Christina
  • Hatzithomas, Leonidas
Abstract
The present study investigates the factors that affect visitors’ satisfaction and their future behavior. A survey based on the dimensions of SERVPERF among 632 visitors in two distinct in terms of atmosphere, exhibits and activities museums, the Archaeological Museum and the Museum for Science and Technology in Thessaloniki (Greece) provides the empirical evidence. The results indicate that the five dimensions of SERVPERF can successfully determine the degree of visitors’ satisfaction and predict future behavior. Future behavior is often subject to visitors’ place of residence. The type of museum is also a significant factor affecting satisfaction and future behavior. on and loyalty.

Suggested Citation

  • Daskalaki, Vasiliki V. & Voutsa, Maria C. & Boutsouki, Christina & Hatzithomas, Leonidas, 2020. "Service quality, visitor satisfaction and future behavior in the museum sector," MPRA Paper 98246, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:98246
    as

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    File URL: https://mpra.ub.uni-muenchen.de/98246/1/MPRA_paper_98246.pdf
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    References listed on IDEAS

    as
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    2. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
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    4. Nella, Athina & Christou, Evangelos, 2016. "Extending tourism marketing: Implications for targeting the senior tourists’ segment," MPRA Paper 77468, University Library of Munich, Germany, revised 07 Apr 2016.
    5. Mensah, Ishmael & Dei Mensah, Rebecca, 2018. "Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus," MPRA Paper 88449, University Library of Munich, Germany.
    6. Maximilian Chami & Gabriel Kaminyoge, 2019. "Closed House of Wonders museum: Implications to the tourism of Zanzibar Stone Town, UNESCO World Heritage Site," Post-Print hal-02458487, HAL.
    7. Chatzigeorgiou, Chryssoula & Christou, Evangelos & Simeli, Ioanna, 2019. "Confidence and loyalty for agrotourism brands: The Lesvos paradigm," MPRA Paper 93898, University Library of Munich, Germany.
    8. Chami, Maximilian & Kaminyoge, Gabriel, 2019. "Closed House of Wonders museum: Implications to the tourism of Zanzibar Stone Town, UNESCO World Heritage Site," MPRA Paper 93887, University Library of Munich, Germany.
    9. Chatzigeorgiou, Chryssoula & Christou, Evangelos & Simeli, Ioanna, 2017. "Delegate satisfaction from conference service quality and its impact on future behavioural intentions," MPRA Paper 93933, University Library of Munich, Germany.
    Full references (including those not matched with items on IDEAS)

    Citations

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    Cited by:

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    2. Yağmur, Yenal & Aksu, Akın, 2022. "Investigation of destination image mediating effect on tourists’ risk assessment, behavioural intentions and satisfaction," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 8(1), pages 27-37.
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    5. Collins Kankam-Kwarteng & Appiah Sarpong & Ofosu Amofah & Stephen Acheampong, 2021. "Marketing performance of service firms: Recognizing market sensing capability and customer interaction orientation," Post-Print hal-03376959, HAL.
    6. Adriaan De Man, 2023. "Tangential Heritage Values in Museum Communication," Sustainability, MDPI, vol. 15(6), pages 1-12, March.
    7. Amanatidis, Dimitrios & Mylona, Ifigeneia & Mamalis, Spyridon & Kamenidou, Irene (Eirini), 2020. "Social media for cultural communication: A critical investigation of museums’ Instagram practices," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 6(2), pages 38-44.
    8. Siyi Wang & Liying Yu & Yuan Rong, 2024. "Measuring museum sustainability in China: a DSR model-driven approach to empower sustainable development goals (SDGs)," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-18, December.
    9. Giousmpasoglou, Charalampos & Dinh, Dzung, 2022. "Using contactless mobile payment in the Vietnamese restaurant industry," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 8(1), pages 3-15.
    10. Misirlis, Nikolaos & Elshof, Marjon & Vlachopoulou, Maro, 2021. "Modeling Facebook users' behavior towards the use of pages related to healthy diet and sport activities," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 7, pages 49-57.
    11. Amanatidis, Dimitrios & Mylona, Ifigeneia & Mamalis, Spyridon & Kamenidou, Irene (Eirini), 2020. "Social media for cultural communication: A critical investigation of museums’ Instagram practices," MPRA Paper 100677, University Library of Munich, Germany.
    12. Lamees Turkey Al-Khawaldeh & Ghazy Ali Al-Badayneh, 2023. "The Impact of Applying Quality Standards on Improving Environmental Tourism Services for Natural Reserves in Southern Jordan," International Journal of Business and Management, Canadian Center of Science and Education, vol. 16(7), pages 119-119, February.

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    More about this item

    Keywords

    Service Quality; Museums; Satisfaction; Future Behavior; SERVPERF;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • L8 - Industrial Organization - - Industry Studies: Services
    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

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