Evaluating service quality in a technology-oriented museum: Empirical insights

Marina Kiala, Dimitris Folinas, Chrysa Agapitou, Konstantinos Rotsios and Dimitrios Triantafyllou
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Marina Kiala: Professor, International Hellenic University, Greece
Dimitris Folinas: Professor, International Hellenic University, Greece
Chrysa Agapitou: Assistant Professor, University of Piraeus, Greece
Konstantinos Rotsios: Coordinator of Business Programmes, American College of Thessaloniki, Greece, and Postdoctoral Researcher, Democritus University of Thrace, Greece
Dimitrios Triantafyllou: Professor, International Hellenic University, Greece

Journal of Cultural Marketing Strategy, 2025, vol. 9, issue 2, 119-134

Abstract: This paper evaluates the quality of the services offered by the Museum of Science and Technology, Katerini, Greece. The SERVQUAL model is utilised. Five dimensions of quality are assessed: reliability, assurance, tangible elements, empathy and responsiveness. A total of 204 usable questionnaires were collected from visitors. According to the findings, visitor satisfaction is high. Overall, the visitors’ experience following their visit exceeds their expectations in several dimensions of quality, except for the willingness of staff to serve visitors. The study contributes to the discussion on museum service quality by applying a widely accepted methodology for its measurement. The findings indicate that the use of innovative technologies and systems is the most crucial element to improving quality, followed by the need to provide more information through the website and other media, to address the specific needs of visitors and to offer staff training. This article is also included in The Business & Management Collection which can be accessed at https://hstalks.com/business/.

Keywords: quality of services; SERVQUAL model; museum (search for similar items in EconPapers)
JEL-codes: J7 M3 (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jcms00:y:2025:v:9:i:2:p:119-134

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