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Investigating the degree of visitors' satisfaction at a museum

Del Chiappa, Giacomo and Ladu, Maria Gabriela and Meleddu, Marta and Pulina, Manuela (2013) Investigating the degree of visitors' satisfaction at a museum. Anatolia: an international journal of tourism and hospitality research, Vol. 24 (1), p. 52-62. ISSN 1303-2917. eISSN 2156-6909. Article.

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DOI: 10.1080/13032917.2012.762317


This paper investigates visitors' satisfaction at a museum. To this aim, an empirical analysis on a representative sample of 359 visitors to the Archaeological Museum G.A. Sanna in Sassari (Italy) is presented. A theoretical model is proposed to investigate the determinants that influence visitors' satisfaction, including sociodemographic characteristics, motivations, and visit experience. Empirically, an ordered logit is employed to test prior hypotheses. Findings highlight that respondents are satisfied by the actual experience and length of the time spent at the museum. Factors such as nationality, gender, and education also play a role in their overall level of satisfaction. Based upon the empirical findings, implications for museum managers are drawn.

Item Type:Article
ID Code:9838
Uncontrolled Keywords:Museum, motivations, visit experience, customer satisfaction, ordered logit
Subjects:Area 13 - Scienze economiche e statistiche > SECS-P/03 Scienza delle finanze
Divisions:002 Altri enti e centri di ricerca del Nord Sardegna > CRENoS-Centro Ricerche Economiche Nord Sud, Università di Cagliari e Università di Sassari
001 Università di Sassari > 01-a Nuovi Dipartimenti dal 2012 > Scienze economiche e aziendali
Publisher:Taylor & Francis / Routledge
Additional Information:Special issue: "Tourism destination marketing – tourists and places: a cross cultural research agenda".
Deposited On:08 Aug 2014 09:43

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