Digital App’s Effectiveness in Greek Cultural Context: Evaluating Users’ Satisfaction with Net Promoter Score (NPS)

Antonios Kargas (), Eleni C. Gkika and Dimitrios Drosos
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Antonios Kargas: University of West Attica
Eleni C. Gkika: University of West Attica
Dimitrios Drosos: University of West Attica

A chapter in Innovation and Creativity in Tourism, Business and Social Sciences, 2025, pp 173-187 from Springer

Abstract: Abstract The rapid development and implementation of emerging technologies transformed how visitors interact with cultural content when reaching cultural sites. The proposed paper explores the effectiveness of a recently developed digital application aiming to enrich end-users experience when visiting the Acropolis archaeological site in Athens, Greece. A quantitative approach was selected to evaluate end-users’ satisfaction, while the Net Promoter Score (NPS) methodology was applied to a sample of 220 respondents. Results provide evidence about the application’s impact and effectiveness by clustering end-users in three distinct categories, namely detractors, passives and promoters. Moreover, by determining end-users’ satisfaction is built a strong interconnection between cultural content and digital technologies, with business and strategic implications. The study offers valuable insights into this direction by highlighting the importance of end-users’ satisfaction when developing digital engagement strategies and the potential use of NPS as a tool for measuring the effectiveness of such strategies.

Keywords: Digital Culture; User Satisfaction; Net Promoter Score (NPS); Digital Engagement Strategies; International Audience; Gender Differences; Profession; Loyalty; Word of Mouth (search for similar items in EconPapers)
JEL-codes: M15 (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-031-87019-4_12

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DOI: 10.1007/978-3-031-87019-4_12

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