Vol. 6, Iss. 1, 2020

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

Vasiliki V. Daskalaki (ORCiD), Aristotle University of Thessaloniki, Greece, Maria C. Voutsa (ORCiD), Aristotle University of Thessaloniki, Greece, Christina Boutsouki(ORCiD), Aristotle University of Thessaloniki, Greece, Leonidas Hatzithomas (ORCiD), University of Macedonia, Greece
Published online: 30 January 2020, JTHSM, 6(1), pp.3-8.

URN: urn:nbn:de:0168-ssoar-66291-9, DOI: 10.5281/zenodo.3603167

DataCite XML Export

<?xml version='1.0' encoding='utf-8'?>
<resource xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://datacite.org/schema/kernel-4" xsi:schemaLocation="http://datacite.org/schema/kernel-4 http://schema.datacite.org/meta/kernel-4.1/metadata.xsd">
  <identifier identifierType="DOI">10.5281/zenodo.3603167</identifier>
      <creatorName>Vasiliki V. Daskalaki</creatorName>
      <affiliation>Aristotle University of Thessaloniki</affiliation>
      <creatorName>Maria C. Voutsa</creatorName>
      <affiliation>Aristotle University of Thessaloniki</affiliation>
      <creatorName>Christina Boutsouki</creatorName>
      <affiliation>Aristotle University of Thessaloniki</affiliation>
      <creatorName>Leonidas Hatzithomas</creatorName>
      <nameIdentifier nameIdentifierScheme="ORCID" schemeURI="http://orcid.org/">0000-0002-1478-725X</nameIdentifier>
      <affiliation>University of Macedonia</affiliation>
    <title>Service quality, visitor satisfaction and future behavior in the museum sector</title>
    <subject>Service Quality</subject>
    <subject>Future Behavior</subject>
    <subject subjectScheme="issn">2529-1947</subject>
    <subject subjectScheme="issn">2529-1947</subject>
    <subject subjectScheme="issn">2529-1947</subject>
    <subject subjectScheme="issn">2529-1947</subject>
    <subject subjectScheme="issn">2529-1947</subject>
    <date dateType="Issued">2020-01-30</date>
  <resourceType resourceTypeGeneral="Text">Journal article</resourceType>
    <alternateIdentifier alternateIdentifierType="url">https://zenodo.org/record/3603167</alternateIdentifier>
    <relatedIdentifier relatedIdentifierType="ISSN" relationType="IsPartOf">2529-1947</relatedIdentifier>
    <relatedIdentifier relatedIdentifierType="DOI" relationType="IsVersionOf">10.5281/zenodo.3603166</relatedIdentifier>
    <rights rightsURI="http://creativecommons.org/licenses/by/4.0/legalcode">Creative Commons Attribution 4.0 International</rights>
    <rights rightsURI="info:eu-repo/semantics/openAccess">Open Access</rights>
    <description descriptionType="Abstract">&lt;p&gt;&lt;em&gt;The present study investigates the factors that affect visitors&amp;rsquo; 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&amp;rsquo; satisfaction and predict future behavior. Future behavior is often subject to visitors&amp;rsquo; place of residence. The type of museum is also a significant factor affecting satisfaction and future behavior. on and loyalty.&lt;/em&gt;&amp;nbsp;&lt;/p&gt;</description>
    <description descriptionType="Other">SUBMITTED: JULY 2018, REVISION SUBMITTED: MAY 2019, ACCEPTED: JULY 2019, REFEREED ANONYMOUSLY, PUBLISHED ONLINE: 30 JANUARY 2020. JEL Classification: L8, L15, L83.</description>
    <description descriptionType="Other">{"references": ["Babakus, E. &amp; Boller, G.W. (1992). An Empirical Assessment of the SERVQUAL Scale. Journal of Business Research, 24, pp. 253-268.", "Babakus, E. &amp; Mangold, G. (1992). Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation. Health Service Research, 26, pp.767-780.", "Black, G. (2005). The engaging museum: Developing museums for visitor involvement. London: Routledge.", "Boulding, W., Kalra, A., Staelin, R. &amp; Zeithaml, V.A. (1993), A dynamic process model of service quality: from expectations to behavioural intentions, Journal of Marketing Research, (February), pp. 7-27.", "Brown, T.J., Churchill, G.A. Jr &amp; Peter, J.P. (1993), Improving the measurement of service quality, Journal of Retailing, 68(1), pp. 127-39.", "Carman, J. M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), pp. 33-55.", "Chami, M. &amp; Kaminyoge, G. (2019). Closed house of wonders museum: Implications to the tourism of Zanzibar Stone Town, UNESCO World Heritage Site. Journal of Tourism, Heritage &amp; Services Marketing, 5(1), 31\u201336. http://doi.org/10.5281/zenodo.2641253.", "Chatzigeorgiou, C., Christou, E. &amp; Simeli, I. (2017). Delegate satisfaction from conference service quality and its impact on future behavioural intentions. Published in: 5th International Conference on Contemporary Marketing Issues ICCMI, June 21-23, 2017 Thessaloniki, Greece (21 July 2017): pp. 532-544.", "Chatzigeorgiou, C., Christou, E. &amp; Simeli, I. (2019): Confidence and loyalty for agrotourism brands: The Lesvos paradigm. Published in: Tourismos: An International Multidisciplinary Journal of Tourism, Vol. 14, No. 1 (15 April 2019): pp. 151-166.", "Cheng, M. I., &amp; Wan, K. P. (2012). Service Quality of Macao Museums. Journal of Quality Assurance in Hospitality &amp; Tourism 13(1), pp. 37-60.", "Christou, E. (2002). Examining the impact of tourism destination image and reputation on visitor loyalty likelihood. Tourism Today, 2(1), 34-46.", "Christou, E. (2003) On-line buyers' trust in a brand and the relationship with brand loyalty: the case of virtual travel agents. Tourism Today, Vol. 3, No.1, pp.95-106.", "Christou, E. (2011). Exploring the impact of visitor satisfaction on loyalty towards a specific destination. Acta Turistica, Vol.23, No.1, pp.1-25.", "Cronin, J. J. &amp; Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling Performance - Based and Perceptions \u2013 Minus - Expectations Measurement of Service Quality. Journal of Marketing. 58(1), pp. 125-131.", "Cronin, J. J. and Taylor, S.A. (1992), Measuring service quality: a re-examination and extension, Journal of Marketing. 56 (July), pp. 55-68.", "Finn, D. W. &amp; Lamb C. W. (1991). An Evaluation of the Servqual Scales in a Retailing Setting. In NA - Advances in Consumer Research Vol.18, (Eds.) Holman R. H. and Solomon M. R. Association for Consumer Research, Provo, UT., pp. 483-490.", "Frochot, I. &amp; Hughes, H. (2000). HISTOQUAL: The development of a historic houses assessment scale. Tourism Management,.21(2), pp. 157-167.", "Harrison, P. J. &amp; Shaw, R. N. (2004). Intra\u2010Organisational Marketing Culture and Market Orientation: A Case Study of the Implementation of the Marketing Concept in a Public Library. Library Management, 25 (8/9), pp.391-398.", "Hui Ying S. &amp; Chao Chien C. (2008). A Study of Service Quality and Satisfaction for Museums - Taking the National Museum of Prehistory as an Example. The Journal of Human Resource and Adult Learning, 4(1), pp. 159 \u2013 170.", "Huo, Y. &amp; Miller, M. (2007). Satisfaction Measurement of Small Tourism Sector (Museum): Samoa. Asia Pacific Journal of Tourism Research, 12(2), pp. 103 \u2013 117.", "Kotler, N. G., Kotler, P., &amp; Kotler, W. I. (2008). Museum marketing and strategy: designing missions, building audiences, generating revenue and resources. John Wiley &amp; Sons.", "Kuo. Y. F. (2003). A Study on Service Quality of Virtual Community Websites. Total Quality Management &amp; Business Excellence. 13(4), pp. 461-473.", "Lau Pei, M. &amp; Badaruddin, M. (2010). Service Quality, Visitor Satisfaction and Behavioural Intentions: Pilot Study at a Museum in Malaysia. Journal of Global Business and Economics. 1(1), pp. 226 - 240.", "Maher, J. K., Clark, J. &amp; Motley, D. G. (2011). Measuring Museum Service Quality in Relationship to Visitor Membership: The Case of a Children's Museum, Marketing Management. 13(2), pp. 29-42.", "Markovi\u0107, S., Raspor, S., &amp; Kom\u0161ic, J., (2013). Museum Service Quality Measurement Using the Histoqual Model. Tourism in Southern and Eastern Europe, pp. 201-216.", "Mensah, I. &amp; Mensah, R.D. (2018). Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus. Journal of Tourism, Heritage &amp; Services Marketing, 4(1), 27\u201336. http://doi.org/10.5281/zenodo.1247542.", "Negri, M., Niccolucci, F. &amp; Sani, M. (2009). Quality in Museums. Budapest: Archaelingua.", "Nella, A. &amp; Christou, E. (2014) Linking Service Quality at the Cellar Door with Brand Equity Building, Journal of Hospitality Marketing &amp; Management, 23:7, 699-721, DOI: 10.1080/19368623.2014.891959", "Nella, A. &amp; Christou, E. (2016). Extending tourism marketing: Implications for targeting the senior tourists' segment. Journal of Tourism, Heritage &amp; Services Marketing, 2(1), 36\u201342. http://doi.org/10.5281/zenodo.376336.", "Nowaski, M. M. (2005). Evaluating a museum as a tourist product using the servqual method. Museum Management and Curatorship. 20, pp. 235 \u2013 250.", "Pachucki, M. C. (2012). Classifying quality: Cognition, interaction, and status appraisal of art museums. Poetics. 40(1), pp.67-90.", "Parasuraman, A., Berry, L. L., &amp; Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing. 67(4), pp. 420-450.", "Parasuraman, A., Zeithaml, V. A. &amp; Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing. 64(1), pp. 12-40.", "Parasuraman, A., Zeithaml, V. A., &amp; Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing. 49(4), pp. 41-50.", "Putra, K. K. F. (2016). Implementation of HISTOQUAL Model to Measure Visitors' Expectations and Perceptions in Museum Geology Bandung. Asia Tourism Forum 2016-the 12th Biennial Conference of Hospitality and Tourism Industry in Asia. 19, pp. 322-327.", "Rentschler, R. &amp; Gilmore, A. (2002). Museums: discovering services marketing, International Journal of Arts Management. 5(1), pp. 62-72.", "Sepe, M., &amp; Di Trapani, G. (2010). Cultural tourism and creative regeneration: two case studies. International Journal of Culture, Tourism and Hospitality Research, 4(3), 214-227.", "Vandamme, R. &amp; Leunis, J. (1993). Development of A Multiple-Item Scale for Measuring Hospital Service Quality. International Journal of Service. 4(3), pp. 30-49.", "Y\u00fcksel, A. &amp; Y\u00fcksel, F. (2001). The Expectancy Disconfirmation Paradigm: A Critique. Journal of Hospitality &amp; Tourism Research. 25(2), pp. 107-131.", "Zeithaml, V. A., Berry, L. L. &amp; Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing. 60, pp. 31-46."]}</description>