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Pregled bibliografske jedinice broj: 790688

Zbornik radova

Autori: Marković, Suzana; Raspor, Sanja; Komšić, Jelena
Naslov: Museum service quality measurement using the HISTOQUAL model
( Museum service quality measurement using the HISTOQUAL model )
Izvornik: Crisis - a Challenge of Sustainable Tourism Development?Rijeka : Sveučilište u Rijeci, Fakultet za menadžment u turizmu i ugostiteljstvu, Opatija , 2013. 201-216.
Skup: 2nd International Scientific Conference Tourism in Southern and Eastern Europe 2013
Mjesto i datum: Opatija, Hrvatska, 15-18.5.2013.
Ključne riječi: service quality ; HISTOQUAL ; statistical analysis ; museum ; sustainable tourism ; Croatia.
( service quality ; HISTOQUAL ; statistical analysis ; museum ; sustainable tourism ; Croatia. )
Sažetak:
The objective of the present study was to explore visitors’ expectations and perceptions of museum service quality. The study was conducted using a 24- item questionnaire, based on the modified HISTOQUAL model (Frochot and Hughes 2000 ; Hui-Ying and Chao- Chien, 2008 ; Martin-Ruiz et al. 2010). The questionnaires were distributed to visitors of the Krapina Neanderthal Museum, (Croatia) in January 2012. A total of 106 valid questionnaires were obtained. Descriptive analysis, t-test, factor analysis, and reliability analysis were performed to analyze the data. The findings imply that for the majority of service attributes visitors’ expectations scores are higher than their perception scores. In addition, museum visitors’ expectations could be described by three main service quality dimensions, namely “tangibles and communication”, “empathy” and “convenience”. On the other hand, museum visitors’ perceptions could be best explained by five service quality dimensions named as “tangibles”, “accessibility”, “exhibition presentation”, “empathy” and “communication”. The study contributes to both academics and practitioners, since it identified service quality features in the museum sector that could be improved, as well as those that represent strong points of the museum offer and are important to museum visitors in Croatia.
Rad je indeksiran u
bazama podataka:
Conference Proceedings Citation Index - Social Science & Humanities (CPCI-SSH) (sastavni dio Web of Science Core Collectiona)
Vrsta sudjelovanja: Predavanje
Vrsta prezentacije u zborniku: Cjeloviti rad (više od 1500 riječi)
Vrsta recenzije: Međunarodna recenzija
Izvorni jezik: eng
Kategorija: Znanstveni
URL Internet adrese: http://apps.webofknowledge.com/full_record.do?product=WOS&search_mode=GeneralSearch&qid=17&SID=E6PeVPTEBrFxSycbHOl&page=1&doc=1
Upisao u CROSBI: Jelena Komsic (jelenak@fthm.hr), 18. Pro. 2015. u 15:11 sati



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