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Pregled bibliografske jedinice broj: 1075910

ASSESSING THE SERVICE QUALITY AND CUSTOMER SATISFACTION RELATIONSHIP IN THE CROATIAN MUSEUM SECTOR


Marković, Suzana; Raspor Janković, Sanja
ASSESSING THE SERVICE QUALITY AND CUSTOMER SATISFACTION RELATIONSHIP IN THE CROATIAN MUSEUM SECTOR // 4th International Thematic Monograph - Modern Management Tools and Economy of Tourism Sector in Present Era / Bevanda, Vuk ; Štetić, Snežana (ur.).
Beograd: Association of Economists and Managers of the Balkans, 2019. str. 223-234 doi:10.31410/tmt.2019.223


CROSBI ID: 1075910 Za ispravke kontaktirajte CROSBI podršku putem web obrasca

Naslov
ASSESSING THE SERVICE QUALITY AND CUSTOMER SATISFACTION RELATIONSHIP IN THE CROATIAN MUSEUM SECTOR

Autori
Marković, Suzana ; Raspor Janković, Sanja

Vrsta, podvrsta i kategorija rada
Poglavlja u knjigama, znanstveni

Knjiga
4th International Thematic Monograph - Modern Management Tools and Economy of Tourism Sector in Present Era

Urednik/ci
Bevanda, Vuk ; Štetić, Snežana

Izdavač
Association of Economists and Managers of the Balkans

Grad
Beograd

Godina
2019

Raspon stranica
223-234

ISBN
978-86-80194-29-5

ISSN
2683-5673

Ključne riječi
Service quality, HISTOQUAL, Customer satisfaction, Statistical analysis, Museum, Croatia

Sažetak
The main purpose of this study was to discuss the impact of perceived service quality dimensions on customer satisfaction in the museum sector in Croatia. The study was conducted using a 24-item questionnaire, based on the modified HISTOQUAL model (Frochot & Hughes, 2000 ; Hui-Ying & Chao-Chien, 2008 ; Martin-Ruiz et al., 2010). The questionnaires were distributed to visitors of the Krapina Neanderthal Museum (Croatia). Factor analysis identified five dimensions of perceived museum service quality, namely “tangibles”, “accessibility”, “exhibition presentation”, “empathy” and “communication”. In addition, multiple regression analysis showed that the identified factors have a significant and positive effect on overall customer satisfaction. These results indicate that museum service quality is indeed a significant predictor of museum visitor satisfaction. Thus, improving museum service quality results in higher satisfaction levels of museum visitors. The present study contributes to the existing literature on the relationship between service quality dimensions and customer satisfaction in the museum sector, reporting the findings from South Central Europe.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija



POVEZANOST RADA


Ustanove:
Fakultet za menadžment u turizmu i ugostiteljstvu, Opatija,
Veleučilište u Rijeci

Citiraj ovu publikaciju

Marković, Suzana; Raspor Janković, Sanja
ASSESSING THE SERVICE QUALITY AND CUSTOMER SATISFACTION RELATIONSHIP IN THE CROATIAN MUSEUM SECTOR // 4th International Thematic Monograph - Modern Management Tools and Economy of Tourism Sector in Present Era / Bevanda, Vuk ; Štetić, Snežana (ur.).
Beograd: Association of Economists and Managers of the Balkans, 2019. str. 223-234 doi:10.31410/tmt.2019.223
Marković, S. & Raspor Janković, S. (2019) ASSESSING THE SERVICE QUALITY AND CUSTOMER SATISFACTION RELATIONSHIP IN THE CROATIAN MUSEUM SECTOR. U: Bevanda, V. & Štetić, S. (ur.) 4th International Thematic Monograph - Modern Management Tools and Economy of Tourism Sector in Present Era. Beograd, Association of Economists and Managers of the Balkans, str. 223-234 doi:10.31410/tmt.2019.223.
@inbook{inbook, year = {2019}, pages = {223-234}, DOI = {10.31410/tmt.2019.223}, keywords = {Service quality, HISTOQUAL, Customer satisfaction, Statistical analysis, Museum, Croatia}, doi = {10.31410/tmt.2019.223}, isbn = {978-86-80194-29-5}, issn = {2683-5673}, title = {ASSESSING THE SERVICE QUALITY AND CUSTOMER SATISFACTION RELATIONSHIP IN THE CROATIAN MUSEUM SECTOR}, keyword = {Service quality, HISTOQUAL, Customer satisfaction, Statistical analysis, Museum, Croatia}, publisher = {Association of Economists and Managers of the Balkans}, publisherplace = {Beograd} }

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