Evaluating museum service quality: a scale validation and test

Detalhes bibliográficos
Autor(a) principal: Gosling, Marlusa de Sevilha
Data de Publicação: 2016
Outros Autores: Silva, João Albino, Mendes, Júlio, Coelho, Mariana de Freitas, Oliveira Meira, Kelly Cristine
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10400.1/9515
Resumo: Museums are places which offer leisure, entertainment and tourism opportunities. Investigating the service quality dimensions in museums help researchers and managers to better understand visitors' satisfaction and therefore, enhance their experience. The purpose of this paper was to elucidate the perceived quality dimensions' of a local museum at Belo Horizonte, Minas Gerais, Brazil, proposing and validating a scale. The research methodology applied was quantitative and 617 visitors were surveyed. Data were compiled using Exploratory Factor Analysis to reveal the perceived quality dimensions. Results showed that there are at least four dimensions concerning the museum service quality, named: (1) quality of information, (2) customer service, (3) communication and (4) tangible aspects. The fourth dimension deserves greater attention by museums' managers, since it was the most salient one.
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spelling Evaluating museum service quality: a scale validation and testMuseums are places which offer leisure, entertainment and tourism opportunities. Investigating the service quality dimensions in museums help researchers and managers to better understand visitors' satisfaction and therefore, enhance their experience. The purpose of this paper was to elucidate the perceived quality dimensions' of a local museum at Belo Horizonte, Minas Gerais, Brazil, proposing and validating a scale. The research methodology applied was quantitative and 617 visitors were surveyed. Data were compiled using Exploratory Factor Analysis to reveal the perceived quality dimensions. Results showed that there are at least four dimensions concerning the museum service quality, named: (1) quality of information, (2) customer service, (3) communication and (4) tangible aspects. The fourth dimension deserves greater attention by museums' managers, since it was the most salient one.SapientiaGosling, Marlusa de SevilhaSilva, João AlbinoMendes, JúlioCoelho, Mariana de FreitasOliveira Meira, Kelly Cristine2017-04-07T15:56:45Z2016-042016-04-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.1/9515eng2178-9061AUT: JSI00402; JME00456;10.18226/21789061.v8i2p162info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-07-24T10:20:59Zoai:sapientia.ualg.pt:10400.1/9515Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T20:01:26.592314Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Evaluating museum service quality: a scale validation and test
title Evaluating museum service quality: a scale validation and test
spellingShingle Evaluating museum service quality: a scale validation and test
Gosling, Marlusa de Sevilha
title_short Evaluating museum service quality: a scale validation and test
title_full Evaluating museum service quality: a scale validation and test
title_fullStr Evaluating museum service quality: a scale validation and test
title_full_unstemmed Evaluating museum service quality: a scale validation and test
title_sort Evaluating museum service quality: a scale validation and test
author Gosling, Marlusa de Sevilha
author_facet Gosling, Marlusa de Sevilha
Silva, João Albino
Mendes, Júlio
Coelho, Mariana de Freitas
Oliveira Meira, Kelly Cristine
author_role author
author2 Silva, João Albino
Mendes, Júlio
Coelho, Mariana de Freitas
Oliveira Meira, Kelly Cristine
author2_role author
author
author
author
dc.contributor.none.fl_str_mv Sapientia
dc.contributor.author.fl_str_mv Gosling, Marlusa de Sevilha
Silva, João Albino
Mendes, Júlio
Coelho, Mariana de Freitas
Oliveira Meira, Kelly Cristine
description Museums are places which offer leisure, entertainment and tourism opportunities. Investigating the service quality dimensions in museums help researchers and managers to better understand visitors' satisfaction and therefore, enhance their experience. The purpose of this paper was to elucidate the perceived quality dimensions' of a local museum at Belo Horizonte, Minas Gerais, Brazil, proposing and validating a scale. The research methodology applied was quantitative and 617 visitors were surveyed. Data were compiled using Exploratory Factor Analysis to reveal the perceived quality dimensions. Results showed that there are at least four dimensions concerning the museum service quality, named: (1) quality of information, (2) customer service, (3) communication and (4) tangible aspects. The fourth dimension deserves greater attention by museums' managers, since it was the most salient one.
publishDate 2016
dc.date.none.fl_str_mv 2016-04
2016-04-01T00:00:00Z
2017-04-07T15:56:45Z
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