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Evaluating service quality in a technology-oriented museum: Empirical insights

Author

Listed:
  • Kiala, Marina

    (Professor, International Hellenic University, Greece)

  • Folinas, Dimitris

    (Professor, International Hellenic University, Greece)

  • Agapitou, Chrysa

    (Assistant Professor, University of Piraeus, Greece)

  • Rotsios, Konstantinos

    (Coordinator of Business Programmes, American College of Thessaloniki, Greece, and Postdoctoral Researcher, Democritus University of Thrace, Greece)

  • Triantafyllou, Dimitrios

    (Professor, International Hellenic University, Greece)

Abstract

This paper evaluates the quality of the services offered by the Museum of Science and Technology, Katerini, Greece. The SERVQUAL model is utilised. Five dimensions of quality are assessed: reliability, assurance, tangible elements, empathy and responsiveness. A total of 204 usable questionnaires were collected from visitors. According to the findings, visitor satisfaction is high. Overall, the visitors’ experience following their visit exceeds their expectations in several dimensions of quality, except for the willingness of staff to serve visitors. The study contributes to the discussion on museum service quality by applying a widely accepted methodology for its measurement. The findings indicate that the use of innovative technologies and systems is the most crucial element to improving quality, followed by the need to provide more information through the website and other media, to address the specific needs of visitors and to offer staff training. This article is also included in The Business & Management Collection which can be accessed at https://hstalks.com/business/.

Suggested Citation

  • Kiala, Marina & Folinas, Dimitris & Agapitou, Chrysa & Rotsios, Konstantinos & Triantafyllou, Dimitrios, 2025. "Evaluating service quality in a technology-oriented museum: Empirical insights," Journal of Cultural Marketing Strategy, Henry Stewart Publications, vol. 9(2), pages 119-134, May.
    • Handle: RePEc:aza:jcms00:y:2025:v:9:i:2:p:119-134
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    More about this item

    Keywords

    quality of services; SERVQUAL model; museum;
    All these keywords.

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • J7 - Labor and Demographic Economics - - Labor Discrimination

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