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

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

MPRA Paper from University Library of Munich, Germany

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; SERVPERF (search for similar items in EconPapers)
JEL-codes: L15 L8 L83 (search for similar items in EconPapers)
Date: 2020-01-30
New Economics Papers: this item is included in nep-cul
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (12)

Published in Journal of Tourism, Heritage & Services Marketing 1.6(2020): pp. 3-8

Downloads: (external link)
https://mpra.ub.uni-muenchen.de/98246/1/MPRA_paper_98246.pdf original version (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:pra:mprapa:98246

Access Statistics for this paper

More papers in MPRA Paper from University Library of Munich, Germany Ludwigstraße 33, D-80539 Munich, Germany. Contact information at EDIRC.
Bibliographic data for series maintained by Joachim Winter ().