Analyzing Museum Visitor Experiences and Post Experience Dimensions Using SEM

Abstract

In marketing strategies, the consumer-focus approach reveals customer experience management as a differentiating tool for competitive advantage in an increasingly competitive environment. In recent years, museums compete with other leisure and educational institutions such as other museums, theatres, cinemas and amusement parks. Thus, customer experience management provides a competitive advantage for museums. This study aims to reveal the effects of customer experiences from the museum perspective. For this purpose, an exploratory research and a descriptive research are conducted in Istanbul. Based on the research findings, a structural equation model is developed to reveal the relationships between customer experiences and post experience dimensions (learning in museum, visitor satisfaction, visit intensification, word-of-mouth communication and revisit intention).

Empowering Museum Experiences Applying Gamification Techniques Based on Linked Data and Smart Objects

“…This reveals that the way information is provided and what can visitors see affects the creation of satisfying museum experiences. Consequently, if a consumer is satisfied with the product or service offered by a company, they tend to recommend it to others and often buy the product or service again [68]. Particularly in the museum environment, bodies of research such as Kang et al [69] and McLean [70] show a strong correlation between satisfactory museum experiences and the intention of visitors to return.…”

Mutfak Müzesi Ziyaretçilerinin Deneyimlerinin İncelenmesi: Emine Göğüş Mutfak Müzesi Örneği

“…Çalışmada ziyaretçilerin müze deneyimlerini eğitici ve eğlendirici buldukları saptanmıştır. Dirsehan (2012) müze deneyimi ve deneyim sonrası oluşan ziyaretçi davranışlarını incelemek amacıyla İstanbul'da bulunan müzelerde bir araştırma yapmıştır. Çalışmada müze deneyiminin ziyaretçilerin memnuniyetini ve tavsiye etme eğilimini etkilediği sonucuna varılmıştır.…”

Role of Internal and External Museum Environment in Increasing Visitors’ Cognitive/Affective/Healthy Experiences and Loyalty

“…The function of museums in a classical fashion is providing cultural heritage to visitors [1]. Yet, it is critical to notice that museums recently face fierce competition with other educational/leisure institutions (e.g., theatres, theme/leisure parks, other rival museums, cinemas) [2].…”

“…Yet, it is critical to notice that museums recently face fierce competition with other educational/leisure institutions (e.g., theatres, theme/leisure parks, other rival museums, cinemas) [2]. It is also important to note that financial support from governments and other external infusion/outer sources are decreasing [1,3]. Given this competitive market environment, today, museums place great efforts on gaining popularity and attracting visitors to gain customers and revenues [2,3,4].…”

“…There has been a significant change in the paradigm of museums [1,4]. In recent decades, museums have evolved from classical assets-centered (e.g., conservation, research, exhibition) to visitor-centered (e.g., enjoyment, well-being recreation, mental health, knowledge gaining, social gaining/interaction, pleasurable experiences) [1,5,6] and from product-centered to service-centered [4,6]. Based on this shift of paradigm, museum operators strive to center on creating value and to offer satisfactory and healthy experiences to their patrons [7].…”