Evaluating a museum as a tourist product using the servqual method

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54 citations0/0 files storedInternational Journal of Museum Management and Curatorship

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Museums and Cultural Heritage Diverse Aspects of Tourism Research Customer Service Quality and Loyalty

Abstract

The article presents an attempt to use the SERVQUAL evaluation method for judging the tourist product quality of the Rogalin Palace, a branch of the National Museum situated near Poznan (western Poland). A 36-item questionnaire instrument was used to assess visitors’ expectations, perceptions, and level of satisfaction. The survey was carried out among 102 visitors. With the use of correlation, factor and graphic analysis of their expectations and perceptions, strong and weak points of the museum were identified.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1960The Application of Electronic Computers to Factor Analysis 1995Interpretation of Cultural and Natural Resources

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