The aim of this study is to identify the key factors as antecedents of visitorsatisfaction for the design of a mobile app for museums. To our aim we use the Kano model that allows to categorize service attributes according to how they are perceived by customers and to estimate their impact on customer satisfaction. We collected qualitative data trough 300 questionnaires administered to tourists visiting the Sicilian cities of Palermo and Trapani over a period of 3 months (October- December 2012). The results of our analysis can be relevant for museum and public managers to plan strategic and operative activities, for researcher in the field of touristic marketing, for application developers, and for all those concerned with touristic and cultural heritage issues.
Designing a mobile app for museums according to the drivers of visitor satisfaction / Palumbo, Federica; G., Dominici; G., Basile. - ELETTRONICO. - (2013), pp. 159-166. (Intervento presentato al convegno 1st International Conference on Management, Marketing, Tourism, Retail, Finance and Computer Applications tenutosi a Dubrovnik, Croazia nel Giugno 2013).
Designing a mobile app for museums according to the drivers of visitor satisfaction
PALUMBO, FEDERICA;
2013
Abstract
The aim of this study is to identify the key factors as antecedents of visitorsatisfaction for the design of a mobile app for museums. To our aim we use the Kano model that allows to categorize service attributes according to how they are perceived by customers and to estimate their impact on customer satisfaction. We collected qualitative data trough 300 questionnaires administered to tourists visiting the Sicilian cities of Palermo and Trapani over a period of 3 months (October- December 2012). The results of our analysis can be relevant for museum and public managers to plan strategic and operative activities, for researcher in the field of touristic marketing, for application developers, and for all those concerned with touristic and cultural heritage issues.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
