我国博物馆服务质量评价量表构建研究——基于顾客差距视角

Translated title of the contribution: Development of Chinese museum service quality evaluation scale based on customer gap perspective

Yu Zhao*, Xin Guo, Qiujin Zhao

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

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Abstract

In the process of museum service quality evaluation, appropriate evaluation method is essentially important. As non-profit organizations, museums are different from for-profit service enterprises. Therefore, the characteristics of museums should be considered in the process of building the evaluation scale. Based on the perspective of customer gap, this article uses SERVQUAL scale method to study the construction of Chinese museum service quality evaluation scale. It determines the dimensions and items of the new scale through in-depth interviews, collects data through investigation and statistical analysis, and finally forms a museum service quality evaluation scale with 2 first-order factors, 4 second-order factors and 21 items. The scale is relatively well developed and suitable for the characteristics of Chinese museums as non-profit organizations. When evaluating the service quality of Chinese museums, through the analysis of the scores of each dimension and item of the scale, we can find the dimensions and items with large customer gap and the problems that need to be firstly solved in museum service, and formulate corresponding improvement measures, which can facilitate the efficient improvement of service quality in a short period of time.
Translated title of the contributionDevelopment of Chinese museum service quality evaluation scale based on customer gap perspective
Original languageChinese (Simplified)
JournalMuseum Management
Volume3
Publication statusPublished - 2021

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