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Analysing the factors influencing visitors' satisfaction at a museum: the role of socio-demographic characteristics, motivations and visit experience

Del Chiappa, Giacomo and Ladu, Maria Gabriela and Meleddu, Marta and Pulina, Manuela (2012) Analysing the factors influencing visitors' satisfaction at a museum: the role of socio-demographic characteristics, motivations and visit experience. Mercati e competitività, Vol. 4 , p. 17-32. ISSN 1972-4861. Article.

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DOI: 10.3280/MC2012-004003

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Abstract

In recent years museums have become interested in significant modernization efforts within their administration by updating their managerial elements and principles. Consumers’ satisfaction in particular has been recognized as a key element in gaining an advantage over competitors. The objective of this paper is to use a representative sample of visitors to the G.A. Sanna National Museum of Archaeology in Sardinia, Italy, to identify the main determinants influencing their satisfaction. A probabilistic quantitative model is employed based on microeconomic foundations. The findings support the hypothesis that motivations, the actual experience at the museum and the length of the visit, as well as socio-demographic factors such as nationality, gender and education influence the overall level of satisfaction. This paper contributes to the literature on consumer satisfaction in museums and provides useful directions for museum management to explore.

Item Type:Article
ID Code:9193
Status:Published
Refereed:Yes
Uncontrolled Keywords:Museum, motivations, visitor experience, customer satisfaction, ordered logit
Subjects:Area 13 - Scienze economiche e statistiche > SECS-P/08 Economia e gestione delle imprese
Area 13 - Scienze economiche e statistiche > SECS-P/03 Scienza delle finanze
Divisions:001 Università di Sassari > 01-a Nuovi Dipartimenti dal 2012 > Scienze economiche e aziendali
Publisher:Franco Angeli
ISSN:1972-4861
Deposited On:05 Sep 2013 09:10

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