Designing a Mobile App for Museums According to the Drivers of Visitor Satisfaction

Recent Advances in Business Management and Marketing - Proceedings of the 1st International Conference on Management, Marketing, Tourism, Retail, Finance and Computer Applications (MATREFC '13). Dubrovnik, Croatia, WSEAS Press, June 25-27, 2013

8 Pages Posted: 26 Jul 2013  

Federica Palumbo

University of Rome "La Sapienza"

Gandolfo Dominici

Università di Palermo

Gianpaolo Basile

University of Salerno

Date Written: July 25, 2013

Abstract

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 researchers in the field of touristic marketing, for application developers, and for all those concerned with touristic and cultural heritage issues.

Keywords: museum marketing, mobile app, mobile tourism, mobile app marketing, Kano Model, customer satisfaction, cultural tourism, museum technology

JEL Classification: M1

Suggested Citation

Palumbo, Federica and Dominici, Gandolfo and Basile, Gianpaolo, Designing a Mobile App for Museums According to the Drivers of Visitor Satisfaction (July 25, 2013). Recent Advances in Business Management and Marketing - Proceedings of the 1st International Conference on Management, Marketing, Tourism, Retail, Finance and Computer Applications (MATREFC '13). Dubrovnik, Croatia, WSEAS Press, June 25-27, 2013. Available at SSRN: https://ssrn.com/abstract=2298361

Federica Palumbo

University of Rome "La Sapienza" ( email )

Piazzale Aldo Moro 5
Roma, Rome 00185
Italy

HOME PAGE: http://www.managementuniroma1.it/

Gandolfo Dominici (Contact Author)

Università di Palermo ( email )

Viale delle Scienze
Facoltà di Economia
Palermo, PA 90128
Italy

Gianpaolo Basile

University of Salerno ( email )

Via Giovanni Paolo II, 132
Fisciano, Salerno 84084
Italy

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