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Digital App’s Effectiveness in Greek Cultural Context: Evaluating Users’ Satisfaction with Net Promoter Score (NPS)

In: Innovation and Creativity in Tourism, Business and Social Sciences

Author

Listed:
  • Antonios Kargas

    (University of West Attica)

  • Eleni C. Gkika

    (University of West Attica)

  • Dimitrios Drosos

    (University of West Attica)

Abstract

The rapid development and implementation of emerging technologies transformed how visitors interact with cultural content when reaching cultural sites. The proposed paper explores the effectiveness of a recently developed digital application aiming to enrich end-users experience when visiting the Acropolis archaeological site in Athens, Greece. A quantitative approach was selected to evaluate end-users’ satisfaction, while the Net Promoter Score (NPS) methodology was applied to a sample of 220 respondents. Results provide evidence about the application’s impact and effectiveness by clustering end-users in three distinct categories, namely detractors, passives and promoters. Moreover, by determining end-users’ satisfaction is built a strong interconnection between cultural content and digital technologies, with business and strategic implications. The study offers valuable insights into this direction by highlighting the importance of end-users’ satisfaction when developing digital engagement strategies and the potential use of NPS as a tool for measuring the effectiveness of such strategies.

Suggested Citation

  • Antonios Kargas & Eleni C. Gkika & Dimitrios Drosos, 2025. "Digital App’s Effectiveness in Greek Cultural Context: Evaluating Users’ Satisfaction with Net Promoter Score (NPS)," Springer Proceedings in Business and Economics, in: Vicky Katsoni & Carlos Costa (ed.), Innovation and Creativity in Tourism, Business and Social Sciences, pages 173-187, Springer.
    • Handle: RePEc:spr:prbchp:978-3-031-87019-4_12
    DOI: 10.1007/978-3-031-87019-4_12
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    More about this item

    Keywords

    Digital Culture; User Satisfaction; Net Promoter Score (NPS); Digital Engagement Strategies; International Audience; Gender Differences; Profession; Loyalty; Word of Mouth;
    All these keywords.

    JEL classification:

    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management

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