Evaluating a museum as a tourist product using the servqual method

Nowacki, Marek

doi:10.1080/09647770500602003

Cited by 41 publications

(13 citation statements)

References 17 publications

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“…To name a few, the scale has been applied to measure service quality in healthcare (Kilbourne, Duffy, Duffy & Giarchi, 2004), hotels (Ramsaran-Fowdar, 2007), tourism (Nowacki, 2005), public transports (Liong, Mustafa, Mohamed & Lee, 2007), library (Ahmed & Shoeb, 2009), banking (Othman & Ismail, 2008), courier service (Zisis, Garefalakis & Sariannidis, 2009), higher education (Tan & Kek, 2004) and police service (Donnelly, Kerr, Rimmer & Shiu, 2006). A number of research studies have applied SERVQUAL method to examine the quality of municipal services (Scott & Shieff 1993;Donnelly, Wisniewski, Dalrymple & Curry, 1995;Wisniewski & Donnelly, 1996;Gaster, 1996;Donnelly & Shiu, 1999;Brysland & Curry, 2001;Van Ryzin, 2004;Rodriguez et al 2009).…”

Section: Service Qualitymentioning

confidence: 99%

Municipal Service Quality and Citizen Satisfaction in Southern Thailand

Mokhlis

Aleesa

Mamat

2011

jpag

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The objectives of the research are two-folds: (1) to examine the quality of municipal services provided by local government in southern Thailand; and (2) to identify the most important service quality dimensions that determine citizen satisfaction. The questionnaires were distributed to 234 respondents in Tambon Khok Pho, a subdistrict of Khok Pho in Pattani Province of southern Thailand. Descriptive statistics, exploratory factor analysis, Pearson correlation and stepwise multiple regression were conducted to analyze the data. Results indicate that (1) the five dimensions of SERVQUAL represent a valid instrument to measure municipal service quality in Thai setting; and (2) four service quality dimensions, namely tangibility, empathy, assurance and responsiveness significantly predicted citizen satisfaction, ISSN 2161-7104 2011 www.macrothink.org/jpag 123 with an adjusted R 2 of 0.5. The findings can be used as a guide for municipal officials to improve the crucial quality attributes and enhance citizen satisfaction. Journal of Public Administration and Governance

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Section: Service Qualitymentioning

confidence: 99%

Municipal Service Quality and Citizen Satisfaction in Southern Thailand

Mokhlis

Aleesa

Mamat

2011

jpag

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“…Müzelerdeki hizmet kalitesini ele alan başka bir araştırma da Nowacki'e (2005) aittir. Nowacki (2005) SERVQUAL ölçeğini Polonya Ulusal Müzesi'nin bir uzantısı olan Rogalin Sarayı'nın turistik hizmet kalitesini ölçmek amacıyla kullanmıştır. Bu çalışmada sergilerin, içeriği, estetiği, düzenlenmesi ve sergilenen yerin ambiyansının ziyaretçi tatminini en çok etkileyen faktörler olduğu tespit edilmiştir.…”

Section: Hizmet Kalitesiunclassified

“…Memnuniyet algısını en çok etkileyen hizmet kalitesi boyutunun yeterli park yerinin olması, tuvaletlerin durumu, müze görevlilerinin giyimi, sergilerin korunması, müzenin temiz olması, müzede oturma yerlerinin yeterli olması ve müzede sergilenen eserlerin çeşitliliği gibi ifadeleri içeren "fiziksel özellikler" olduğu ve bunu takiben "heveslilik", "iletişim", "tüketilenler" ve son olarak da "empati" boyutunun geldiği görülmüştür. Söz konusu bulgunun, bir müzenin fiziksel özelliklerinin ziyaretçilerin memnuniyetini etkilediğine ilişkin atıfta bulunan çalışmaların sonuçlarıyla örtüştüğü görülmektedir (Goulding, 2000;Lehn, 2005;Nowacki, 2005;Chen ve Wan, 2012).…”

Section: Sonuç Ve Tartışmaunclassified

The Impact Of Service Quality On Perception of Satisfaction and Intention To Recommend: The Museum of Anatolian Civilizations Case

Sert

Karacaoğlu

2018

Afyon Kocatepe Üniversitesi Sosyal Bilimler Dergisi

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ÖzetYüksek hizmet kalitesinin ve algılanan ziyaretçi memnuniyet seviyesinin müşteri sadakatini ve tavsiye etme niyetini etkilediği söylenebilir. Müzelerde hizmet kalitesinin ölçülmesi bir hizmet boyutunun hangi yönlerinin sorun oluşturabileceğini ortaya koymakta ve böylece problemin giderilmesi için öneriler geliştirilmesine imkan tanımaktadır. Bu çalışmanın amacı Anadolu Medeniyetleri Müzesi'ne yönelik algılanan hizmet kalitesinin memnuniyet algısı ve tavsiye etme niyeti üzerindeki etkisini ölçmektir. Anadolu Medeniyetleri Müzesinde 449 ziyaretçiyle yapılan araştırmada hizmet kalitesi "fiziksel özellikler", "heveslilik", "iletişim", "tüketilenler" ve "empati" olmak üzere 5 boyuttan oluşmuştur. "Fiziksel özellikler" boyutunun memnuniyet ve tavsiye etme niyeti üzerinde en etkili boyut olduğu saptanmıştır. Ayrıca, çalışma sonuçları, algılanan hizmet kalitesinin memnuniyet algısı ve tavsiye etme niyeti üzerinde anlamlı ve pozitif bir etkisi olduğunu göstermiştir.Anahtar kelimeler: Hizmet kalitesi, memnuniyet algısı, tavsiye etme niyeti, Anadolu Medeniyetleri müzesi, Ankara. AbstractIt could be claim that high service quality and perceived visitor satisfaction level influence customer loyalty and intention to recommend. Measuring the quality of service in the museums reveals which aspects of a service dimension can pose a problem and thus allows suggestions to be developed to address the problem The purpose of this study is to measure the perceived quality of service for the Museum of Anatolian Civilizations and the effect of the service quality on perception of satisfaction and intention to recommend. In a survey of 449 visitors in the Anatolian Civilizations Museum in Ankara, the service quality dimensions were identified as "tangibility", "responsiveness", "communication", "consumable" and "empathy". Furthermore it has been determined that the "tangibility" dimension is the most effective dimension on satisfaction and intention to recommend. As a further conclusion, the results of the study showed that the perceived service quality has a significant and positive effect on the perceived satisfaction and intention to recommend.

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“…Several European States have decided to privatize their water supply and sewage service in order to improve economic efficiency. The most interesting innovations in this area are produced by the English and French models (Neto 1998). The role of the customer is recognized as central in these reforms.…”

Section: Introductionmentioning

confidence: 99%

Water and Sewage Service Quality: A Proposal of a New Multi-Questionnaire Monitoring Tool

Franceschini

Galetto

Turina

2010

Water Resour Manage

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The measurement of a service Quality is a relevant issue for organizations. In this paper we describe an application of the Parasuraman, Zeithalm and Berry's (PZB) conceptual model of service Quality in the field of the water and sewage service. The PZB model determinants have been specialized for this specific target and a multi-questionnaire has been developed. This activity has been developed basing on Quality Function Deployment methodology. The described approach is structured into two parts. The first one concerns a general evaluation of the service Quality, while the second one considers specific service aspects enabling to better understand possible reasons of dissatisfaction. A specific software application to support data collection and statistical analysis is described. The proposed monitoring tool ensures an overall evaluation of service Quality from the customer point of view. Its organization into two parts allows reducing the overall costs of data acquisition as well as maximizing the information got from customers. The multi-questionnaire can be tailored in order to meet the needs of both customers and service controller in the monitored areas. The results of the survey show the perceived Quality of the service. Future work will be focused on the comparison between the customers' perceptions and the Quality which is actually assured by the service provider (the offered Quality).

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Evaluating a museum as a tourist product using the servqual method

Cited by 41 publications

References 17 publications

Municipal Service Quality and Citizen Satisfaction in Southern Thailand

Municipal Service Quality and Citizen Satisfaction in Southern Thailand

The Impact Of Service Quality On Perception of Satisfaction and Intention To Recommend: The Museum of Anatolian Civilizations Case

Water and Sewage Service Quality: A Proposal of a New Multi-Questionnaire Monitoring Tool

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