Munich Personal RePEc Archive

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

Daskalaki, Vasiliki V. and Voutsa, Maria C. and Boutsouki, Christina and Hatzithomas, Leonidas (2020): Service quality, visitor satisfaction and future behavior in the museum sector. Published in: Journal of Tourism, Heritage & Services Marketing , Vol. 6, No. 1 (30 January 2020): pp. 3-8.

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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.

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