Perceived Platform Quality and User Satisfaction in China Zisha-ware Digital Museum: Mediating Roles of Confirmation and Perceived Usefulness

In recent years, digital museums have employed information and communication technologies, such as sensor technology and machine vision, to provide new opportunities for preserving, exhibiting, and disseminating cultural heritage. The user-centred design approach is further advanced by the virtualised, portable, and intelligent display features of digital museums. Hence, it is crucial to clarify the components that affect user attitudes and experiences as well as the underlying mechanisms of these factors. This study combines the Information Systems Success Model and Expectation Confirmation Model to establish a research model for user satisfaction with digital museums. The findings indicate that (1) perceived platform quality, which encompasses information, system, and service quality, is the key factor that significantly affects user satisfaction; (2) confirmation of expectations partially mediates the relationship between perceived platform quality and user satisfaction; (3) perceived usefulness mediates the relationships between information quality and user satisfaction as well as system quality and user satisfaction; and (4) perceived usefulness and confirmation serve as chain mediators between perceived platform quality and user satisfaction. This study enriches the theoretical framework for evaluating user satisfaction in digital museums and emphasises the crucial roles of information, system, and service quality, confirmation, and perceived usefulness. This study provides valuable insights for managers, curators, and practitioners aiming to build and enhance digital museum user experiences.