{"id":777,"date":"2020-04-25T13:52:03","date_gmt":"2020-04-25T12:52:03","guid":{"rendered":"https:\/\/www.jthsm.gr\/?page_id=777"},"modified":"2021-11-10T13:15:13","modified_gmt":"2021-11-10T12:15:13","slug":"service-quality-visitor-satisfaction-and-future-behavior-in-the-museum-sector","status":"publish","type":"page","link":"https:\/\/www.jthsm.gr\/?page_id=777","title":{"rendered":""},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<ul class=\"wp-block-social-links alignright is-layout-flex wp-block-social-links-is-layout-flex\">\n\n<li class=\"wp-social-link wp-social-link-facebook  wp-block-social-link\"><a href=\"https:\/\/www.facebook.com\/journaloftourismheritageandservicesmarketing\/\" class=\"wp-block-social-link-anchor\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M12 2C6.5 2 2 6.5 2 12c0 5 3.7 9.1 8.4 9.9v-7H7.9V12h2.5V9.8c0-2.5 1.5-3.9 3.8-3.9 1.1 0 2.2.2 2.2.2v2.5h-1.3c-1.2 0-1.6.8-1.6 1.6V12h2.8l-.4 2.9h-2.3v7C18.3 21.1 22 17 22 12c0-5.5-4.5-10-10-10z\"><\/path><\/svg><span class=\"wp-block-social-link-label screen-reader-text\">Facebook<\/span><\/a><\/li>\n\n<li class=\"wp-social-link wp-social-link-twitter  wp-block-social-link\"><a href=\"https:\/\/twitter.com\/intent\/tweet?original_referer=https%3A%2F%2Fpublish.twitter.com%2F&#038;ref_src=twsrc%5Etfw&#038;text=Journal%20of%20Tourism%2C%20Heritage%20%26%20Services%20Marketing&#038;tw_p=tweetbutton&#038;url=http%3A%2F%2Fwww.jthsm.gr\/?page_id=777\" class=\"wp-block-social-link-anchor\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M22.23,5.924c-0.736,0.326-1.527,0.547-2.357,0.646c0.847-0.508,1.498-1.312,1.804-2.27 c-0.793,0.47-1.671,0.812-2.606,0.996C18.324,4.498,17.257,4,16.077,4c-2.266,0-4.103,1.837-4.103,4.103 c0,0.322,0.036,0.635,0.106,0.935C8.67,8.867,5.647,7.234,3.623,4.751C3.27,5.357,3.067,6.062,3.067,6.814 c0,1.424,0.724,2.679,1.825,3.415c-0.673-0.021-1.305-0.206-1.859-0.513c0,0.017,0,0.034,0,0.052c0,1.988,1.414,3.647,3.292,4.023 c-0.344,0.094-0.707,0.144-1.081,0.144c-0.264,0-0.521-0.026-0.772-0.074c0.522,1.63,2.038,2.816,3.833,2.85 c-1.404,1.1-3.174,1.756-5.096,1.756c-0.331,0-0.658-0.019-0.979-0.057c1.816,1.164,3.973,1.843,6.29,1.843 c7.547,0,11.675-6.252,11.675-11.675c0-0.178-0.004-0.355-0.012-0.531C20.985,7.47,21.68,6.747,22.23,5.924z\"><\/path><\/svg><span class=\"wp-block-social-link-label screen-reader-text\">Twitter<\/span><\/a><\/li>\n\n\n\n<li class=\"wp-social-link wp-social-link-linkedin  wp-block-social-link\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https:\/\/www.jthsm.gr\/?page_id=777\" class=\"wp-block-social-link-anchor\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M19.7,3H4.3C3.582,3,3,3.582,3,4.3v15.4C3,20.418,3.582,21,4.3,21h15.4c0.718,0,1.3-0.582,1.3-1.3V4.3 C21,3.582,20.418,3,19.7,3z M8.339,18.338H5.667v-8.59h2.672V18.338z M7.004,8.574c-0.857,0-1.549-0.694-1.549-1.548 c0-0.855,0.691-1.548,1.549-1.548c0.854,0,1.547,0.694,1.547,1.548C8.551,7.881,7.858,8.574,7.004,8.574z M18.339,18.338h-2.669 v-4.177c0-0.996-0.017-2.278-1.387-2.278c-1.389,0-1.601,1.086-1.601,2.206v4.249h-2.667v-8.59h2.559v1.174h0.037 c0.356-0.675,1.227-1.387,2.526-1.387c2.703,0,3.203,1.779,3.203,4.092V18.338z\"><\/path><\/svg><span class=\"wp-block-social-link-label screen-reader-text\">LinkedIn<\/span><\/a><\/li>\n\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<p><a href=\"https:\/\/www.jthsm.gr\/?page_id=647\"><span class=\"has-inline-color has-black-color\"><a href=\"https:\/\/www.jthsm.gr\/?page_id=647\">&lt; Back to Volume 6, Issue 1, table of contents<\/a><\/span><\/a><\/p>\n\n\n\n<p><span class=\"has-inline-color has-white-color\">a<\/span><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><strong><span style=\"color:#1b3fab\" class=\"has-inline-color\">Service quality, visitor satisfaction and future behavior in the museum sector<\/span><\/strong><\/p>\n\n\n\n<p><a rel=\"noreferrer noopener\" href=\"https:\/\/orcid.org\/0000-0002-1702-2631\" target=\"_blank\"><img loading=\"lazy\" decoding=\"async\" width=\"15\" height=\"15\" class=\"wp-image-4454\" style=\"width: 15px;\" src=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/10\/orcid-1-e1603636867626.png\" alt=\"\"><\/a> <em><strong>Vasiliki V. Daskalaki<\/strong><em>,<\/em>&nbsp;Aristotle University of Thessaloniki, Greece,<\/em> <a rel=\"noreferrer noopener\" href=\"https:\/\/orcid.org\/0000-0001-7889-3804\" target=\"_blank\"><img loading=\"lazy\" decoding=\"async\" width=\"15\" height=\"15\" class=\"wp-image-4454\" style=\"width: 15px;\" src=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/10\/orcid-1-e1603636867626.png\" alt=\"\"><\/a> <em><strong>Maria C. Voutsa<\/strong><em>,<\/em>&nbsp;Aristotle University of Thessaloniki, Greece,<\/em> <a rel=\"noreferrer noopener\" href=\"https:\/\/orcid.org\/0000-0003-3190-120X\" target=\"_blank\"><img loading=\"lazy\" decoding=\"async\" width=\"15\" height=\"15\" class=\"wp-image-4454\" style=\"width: 15px;\" src=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/10\/orcid-1-e1603636867626.png\" alt=\"\"><\/a> <strong>Christina Boutsouki<\/strong><em>,&nbsp;Aristotle University of Thessaloniki, Greece,<\/em> <a rel=\"noreferrer noopener\" href=\"https:\/\/orcid.org\/0000-0002-1478-725X\" target=\"_blank\"><img loading=\"lazy\" decoding=\"async\" width=\"15\" height=\"15\" class=\"wp-image-4454\" style=\"width: 15px;\" src=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/10\/orcid-1-e1603636867626.png\" alt=\"\"><\/a> <em><strong>Leonidas Hatzithomas<\/strong><em>,<\/em> University of Macedonia, Greece<\/em><br>Published online: 30 January 2020, JTHSM, 6(1), pp.3-8.<\/p>\n\n\n\n<p>URN:&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/nbn-resolving.org\/urn:nbn:de:0168-ssoar-66291-9\" target=\"_blank\">urn:nbn:de:0168-ssoar-66291-9<\/a>, DOI:&nbsp;<a rel=\"noreferrer noopener\" href=\"http:\/\/doi.org\/10.5281\/zenodo.3603167\" target=\"_blank\">10.5281\/zenodo.3603167<\/a><\/p>\n\n\n\n<p>Full-text download:<\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><a href=\"https:\/\/www.jthsm.gr\/vol6iss1\/6-1-1.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2017\/02\/PDF_Download_Logo-300x300.jpg\" alt=\"\" class=\"wp-image-158\" width=\"44\" height=\"44\"\/><\/a><\/figure>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<p><strong>Export reference:<\/strong><em><br><\/em><a rel=\"noreferrer noopener\" href=\"https:\/\/www.jthsm.gr\/?page_id=3185\" target=\"_blank\">BibTeX<\/a><span style=\"color:#ffffff\" class=\"has-inline-color\">,,<\/span><a rel=\"noreferrer noopener\" href=\"https:\/\/www.jthsm.gr\/?page_id=3184\" target=\"_blank\">DataCite<\/a><span style=\"color:#ffffff\" class=\"has-inline-color\">,,<\/span><a rel=\"noreferrer noopener\" href=\"https:\/\/www.jthsm.gr\/?page_id=3183\" target=\"_blank\">Dublin Core<\/a><span style=\"color:#ffffff\" class=\"has-inline-color\">,,<\/span><a rel=\"noreferrer noopener\" href=\"https:\/\/www.mendeley.com\/import\/?url=https:\/\/zenodo.org\/record\/3603167\" target=\"_blank\">Mendeley<\/a><\/p>\n\n\n\n<p><strong>Cite as:<\/strong><\/p>\n\n\n\n<p>Daskalaki, V. V., Voutsa, M. C., Boutsouki, C., &amp; Hatzithomas, K. (2020). Service quality, visitor satisfaction and future behavior in the museum sector.&nbsp;<em>Journal of Tourism, Heritage &amp; Services Marketing, 6<\/em>(1), 3\u20138. https:\/\/doi.org\/10.5281\/zenodo.3603167<\/p>\n\n\n<p><script type=\"text\/javascript\" src=\"\/\/cdn.plu.mx\/widget-popup.js\"><\/script><\/p>\n<p><a href=\"https:\/\/plu.mx\/plum\/a\/?ssrn_id=3747772\" data-popup=\"right\" data-badge=\"true\" class=\"plumx-plum-print-popup plum-bigben-theme\" data-site=\"plum\" data-hide-when-empty=\"true\">Service Quality, Visitor Satisfaction and Future Behavior in the Museum Sector<\/a><\/p>\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><a href=\"https:\/\/www.jthsm.gr\/?page_id=2123\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/04\/crossmark2.png\" alt=\"\" class=\"wp-image-2066\" width=\"97\" height=\"20\" srcset=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/04\/crossmark2.png 470w, https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/04\/crossmark2-300x62.png 300w\" sizes=\"auto, (max-width: 97px) 100vw, 97px\" \/><\/a><\/figure>\n\n\n\n<p><strong>Abstract:<\/strong><\/p>\n\n\n\n<p><strong><em>Purpose:<\/em><\/strong><em> Visitor satisfaction has become of significant importance and is a substantial asset in a museum\u2019s strategic development plan. The present study elaborates on the issues of service quality, visitor satisfaction and future behavior intantions taking into consideration distinct museum settings in Greece.<\/em><\/p>\n\n\n\n<p><strong><em>Methods:<\/em><\/strong><em> A survey though a <\/em><em>self-administered questionnaire <\/em><em>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 provides empirical evidence.<\/em><\/p>\n\n\n\n<p><strong><em>Results:<\/em><\/strong><em>&nbsp;The results indicate that the five dimensions of SERVPERF can successfully determine the degree of visitors\u2019 satisfaction and predict future behavior. Future behavior is often subject to visitors\u2019 place of residence. The type of museum is also a significant factor affecting satisfaction and future behavior. on and loyalty.<\/em><\/p>\n\n\n\n<p><strong><em>Implications:<\/em><\/strong><em> Findings are somewhat consistent with prior studies in museums and support the significance of service quality on satisfaction. The correlation analysis for both museums shows that there is a moderate positive correlation between all SERVPERF dimensions with future behavior. Path analysis with structural equation modeling revealed a statistically significant positive effect only of tangibles for Science and Technology Museum and reliability for the Archaeological museum on visitors\u2019 satisfaction.<\/em><\/p>\n\n\n\n<p><strong>Keywords: <\/strong><\/p>\n\n\n\n<p>Service Quality, Museums, Satisfaction, Future Behavior, SERVPERF<\/p>\n\n\n\n<p><strong>JEL Classification:<\/strong><\/p>\n\n\n\n<p>L8, L15, L83<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<p class=\"has-text-align-left\"><a href=\"https:\/\/www.jthsm.gr\/?page_id=806\">&lt; Previous article in Vol. 6, Iss. 1<\/a><span class=\"has-inline-color has-white-color\">aaaaaaaaaaa<\/span><a href=\"https:\/\/www.jthsm.gr\/?page_id=783\">Next article in Vol. 6, Iss. 1 &gt;<\/a><\/p>\n\n\n\n<p><span class=\"has-inline-color has-white-color\">a<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&lt; Back to Volume 6, Issue 1, table of contents a Service quality, visitor satisfaction and future behavior in the museum sector Vasiliki V. Daskalaki,\u00a0Aristotle University of Thessaloniki, Greece, Maria C. Voutsa,\u00a0Aristotle University of Thessaloniki, Greece, Christina Boutsouki,\u00a0Aristotle University of Thessaloniki, Greece, Leonidas Hatzithomas, University of Macedonia, GreecePublished online: 30 January 2020, JTHSM, 6(1), pp.3-8. [\u2026]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-777","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages\/777","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=777"}],"version-history":[{"count":60,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages\/777\/revisions"}],"predecessor-version":[{"id":6141,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages\/777\/revisions\/6141"}],"wp:attachment":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=777"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}