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

Vasiliki V. Daskalaki, Maria C. Voutsa, Christina Boutsouki and Leonidas Hatzithomas

EconStor Open Access Articles and Book Chapters, 2020, vol. 6, issue 1, 3-8

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.

Keywords: Service Quality; Museums; Satisfaction; Future Behavior (search for similar items in EconPapers)
JEL-codes: L15 L8 L83 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (12)

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Persistent link: https://EconPapers.repec.org/RePEc:zbw:espost:215619

DOI: 10.5281/zenodo.3603167

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