Implementation of HISTOQUAL Model to Measure Visitors' Expectations and Perceptions in Museum Geology Bandung

DOI

10.2991/atf-16.2016.48How to use a DOI?

Keywords

heritage museum, HISTOQUAL, service quality, perceptions, expectations, behavioral intentions

Abstract

Service quality in museum influences museum experience, concerning with museum exhibits presentation, personnel competence, empathy, and consumption on products related to the museum. This paper has presented a formal examination on visitor expectations and perceptions of service quality in museum Geology Bandung. It uses modified HISTOQUAL model and was conducted in Museum Geology Bandung. A total of 112 questionnaires were completed, 30 questions related to Responsiveness, Tangibles, communication, consumables, Empathy. From the result of this studies there are several aspect that should be improved regarding the responsivenses of the staff, information for the visitors, consumables and empathy. There are signifficant differences regarding visitor expectations and perceptions about museum services.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Fajar Putra
PY  - 2016/05
DA  - 2016/05
TI  - Implementation of HISTOQUAL Model to Measure Visitors' Expectations and Perceptions in Museum Geology Bandung
BT  - Proceedings of the Asia Tourism Forum 2016 - the 12th Biennial Conference of Hospitality and Tourism Industry in Asia
PB  - Atlantis Press
SP  - 328
EP  - 333
SN  - 2352-5428
UR  - https://doi.org/10.2991/atf-16.2016.48
DO  - 10.2991/atf-16.2016.48
ID  - Putra2016/05
ER  -