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http://dx.doi.org/10.9723/jksiis.2019.24.1.065

An Empirical Study on the Quality Attributes of Museum Service by ICT: Comparisons of South Korea and Austria  

Lee, ChoHee (충북대학교 박물관)
Kim, SangWook (충북대학교 경영정보학과)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.24, no.1, 2019 , pp. 65-79 More about this Journal
Abstract
Museum management has been centered on curated exhibitions. Today, however, visitor-tailored exhibitions are all the rage, and various ICT-based services such as museum app's and exhibition explanation through QR code are being provided. To this trend, research on museum services using smartphones and SNS has been conducted. But there have been few studies of technical influence on the museum service satisfaction factors. This study, therefore, attempted to identify and classify the satisfaction factors of museum services with Kano model which explains service quality attributes. Samples from South Korea and Austria were analyzed There was a significant gap in quality factors according to cultural differences and a notable difference in perceived quality even for the factors in the same dimension. It implies that cultural differences need to be taken into account for the priority of museum services.
Keywords
Museum ICT Service; SERVQUAL; Kano's Quality Attributes; Cultural Dimensions;
Citations & Related Records
Times Cited By KSCI : 4  (Citation Analysis)
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