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Using SERVQUAL Method to Assess Tourist Service Quality by the Example of the Silesian Museum Established on the Post-Mining Area

Author

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  • Natalia Kowalska

    (Faculty of Mining and Geoengineering, AGH University of Science and Technology, 30-059 Kraków, Poland)

  • Anna Ostręga

    (Faculty of Mining and Geoengineering, AGH University of Science and Technology, 30-059 Kraków, Poland)

Abstract

The increasing role of the tourism industry in the global economy and the growing competition makes it necessary to ensure constant performance and continually improve quality. The paper draws attention to the necessity of conducting research on tourist attraction quality also in post-industrial areas which have become attractive tourist sites. It is emphasised that industrial tourism is a new yet quickly developing phenomenon in Poland, which compels managers to differentiate their service range and improve quality standards. The paper employs the SERVQUAL (SERvice QUALity) method to assess the quality of tourist services as a theoretical instrument to measure overall visitor satisfaction. The subject of the research was the Silesian Museum, which is result of reclamation and revitalisation of the inactive “Katowice” Hard Coal Mine. The article presents an empirical verification of the methodology which was modified for the purposes of the research subject. The Museum is considered to be one of the most important cultural centres and a crucial element of the social life of the Silesia region where mining activity has been carried out for centuries. Thirty young people from different continents participated in the survey. The results demonstrated that the expectations of the visitors were not met in three cases only which suggests a very high quality of the Silesian Museum. Moreover, the presented results show increasing capabilities and opportunities to maintain a high quality of services in the studied facility. The findings indicate that the appropriately modified SERVQUAL methodology is a valuable and simple tool to evaluate visitor satisfaction. The results of the evaluation of the Silesian Museum services will be presented to the facility managers. Further research will be carried out after the improvement and implementation of the next stage of the Museum’s development.

Suggested Citation

  • Natalia Kowalska & Anna Ostręga, 2020. "Using SERVQUAL Method to Assess Tourist Service Quality by the Example of the Silesian Museum Established on the Post-Mining Area," Land, MDPI, vol. 9(9), pages 1-19, September.
  • Handle: RePEc:gam:jlands:v:9:y:2020:i:9:p:333-:d:416590
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    References listed on IDEAS

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    1. Fernandes, Teresa & Cruz, Mariana, 2016. "Dimensions and outcomes of experience quality in tourism: The case of Port wine cellars," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 371-379.
    2. Carmen Camarero & Mª Garrido & Eva Vicente, 2011. "How cultural organizations’ size and funding influence innovation and performance: the case of museums," Journal of Cultural Economics, Springer;The Association for Cultural Economics International, vol. 35(4), pages 247-266, November.
    3. Suzana Markovic & Sanja Raspor, 2010. "Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry," Management, University of Primorska, Faculty of Management Koper, vol. 5(3), pages 195-209.
    4. Lau Pei Mey & Badaruddin Mohamed, 2010. "Service Quality, Visitor Satisfaction And Behavioural Intentions: Pilot Study At A Museum In Malaysia," Journal of Global Business and Economics, Global Research Agency, vol. 1(1), pages 226-240, July.
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    Cited by:

    1. Canh Quang Tran, 2025. "Evaluating the impact of government policies on tourist satisfaction in Vietnam: A GSCA approach," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 15(4), pages 136-149.
    2. Vinaytosh Mishra & Mohita G. Sharma, 2021. "Framework for Promotion of Medical Tourism: A Case of India," International Journal of Global Business and Competitiveness, Springer, vol. 16(1), pages 103-111, December.

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