6533b853fe1ef96bd12ac81b

RESEARCH PRODUCT

Designing a mobile app for museums according to the drivers of visitor satisfaction

Gandolfo DominiciF PalumboG. Basile

subject

Museum Marketing Mobile App Mobile Tourism Mobile App Marketing Kano Model Customer Satisfaction Cultural Tourism Museum Technology

description

The aim of this study is to identify the key factors as antecedents of visitor satisfaction 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.

yearjournalcountryeditionlanguage
2013-01-01
http://hdl.handle.net/11573/519259