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

Vasiliki Daskalaki, Maria Voutsa, Christina Boutsouki and Leonidas Hatzithomas
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Vasiliki Daskalaki: Aristotle University of Thessaloniki
Maria Voutsa: Aristotle University of Thessaloniki
Christina Boutsouki: UoM - University of Macedonia [Thessaloniki]
Leonidas Hatzithomas: Aristotle University of Thessaloniki

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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: Satisfaction; Future Behavior; SERVPERF JEL Classification: L8; L15; L83; Museums; Service Quality (search for similar items in EconPapers)
Date: 2020
Note: View the original document on HAL open archive server: https://hal.science/hal-02440954
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Citations: View citations in EconPapers (11)

Published in Journal of Tourism, Heritage & Services Marketing, 2020, 6 (1), pp.3 - 8. ⟨10.5281/zenodo.3603167⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02440954

DOI: 10.5281/zenodo.3603167

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