Evaluating a museum as a tourist product using the servqual method

Abstract

Abstract The article presents an attempt to use the SERVQUAL evaluation method for judging the tourist product quality of the Rogalin Palace, a branch of the National Museum situated near Poznan (western Poland). A 36-item questionnaire instrument was used to assess visitors' expectations, perceptions, and level of satisfaction. The survey was carried out among 102 visitors. With the use of correlation, factor and graphic analysis of their expectations and perceptions, strong and weak points of the museum were identified. Keywords: Museum managementVisitor experienceAudienceEvaluation of qualityTourist attractionSERVQUAL