Influencing Factors of Museum User Service Quality Driven by Large Language Model

Abstract

Based on scenario theory, this study mined 54,374 online user reviews from 50 museums in China (including 30 firstlevel and 20 second-level museums), and constructed a framework of factors influencing the service quality of museums by using the BERTopic theme model. It is found that service quality is influenced by multidimensional factors such as subject, object, digital, environment and transportation. Scenario theory provides a new perspective for analyzing the interaction between factors and reveals the transformation path from cultural relics display space to cultural experience scene. The study verifies the validity of the model, provides a basis for optimizing services, suggests strengthening personnel training, and can be extended to international comparative studies in the future.

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