Service Quality, Visitor Satisfaction And Behavioural Intentions: Pilot Study At A Museum In Malaysia
AbstractMuseum is not just being seen as an important tool for community development and helping in promoting cultural conservation. It is also one of the niche products of Malaysia cultural heritage tourism attraction that could affect the growth of the tourism industry in the country. This paper explores the service quality attributes for evaluating perceived service quality of museums. It is also to develop a tool to assess the perceived service quality, satisfaction levels, and behavioural intentions towards museums in Malaysia, from the visitors’ perspective, by applying the modified version of the SERVPERF model. Through the pilot study, a questionnaire with 35-items to measure visitor’s perceived service quality, and eight-items to measure satisfaction levels, and behavioural intentions were formed. It is hoped that this measurement tool will contribute to the setting of a foundation for future quality development and management of museums in Malaysia
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoArticle provided by Global Research Agency in its journal Journal of Global Business and Economics.
Volume (Year): 1 (2010)
Issue (Month): 1 (July)
Contact details of provider:
Web page: http://www.globalresearch.com.my/journal.htm
service quality; satisfaction; behavioural intentions; museum;
Find related papers by JEL classification:
- M - Business Administration and Business Economics; Marketing; Accounting
You can help add them by filling out this form.
reading list or among the top items on IDEAS.Access and download statisticsgeneral information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (editor).
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.