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

[journal article]

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

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 T... view more

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.... view less

Keywords
museum; visitor; satisfaction; service; quality; Greece

Classification
Leisure Research

Document language
English

Publication Year
2020

Page/Pages
p. 3-8

Journal
Journal of Tourism, Heritage & Services Marketing, 6 (2020) 1

DOI
https://doi.org/10.5281/zenodo.3603167

ISSN
2529-1947

Status
Published Version; peer reviewed

Licence
Creative Commons - Attribution-Noncommercial-No Derivative Works 4.0


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© 2007 - 2025 Social Science Open Access Repository (SSOAR).
Based on DSpace, Copyright (c) 2002-2022, DuraSpace. All rights reserved.