Persepsi Kualitas Layanan Museum di Indonesia: Sebuah Studi Observasi
Abstract: This study aims to
explore the perceived service quality of museum in Indonesia, particularly
related to its service facilities. We conduct an observation study to monitor
the behavior of visitors and museum facilities. In addition, we conduct
in-depth interviews with a number of visitors and museum officials. The study
found that service facilities already meet the expectations of visitors, such
as air conditioning, building’s architecture, garden design, and collection
completeness. However, there are also facilities that do not meet the
expectations of visitors, such as the lighting toilets, and tour guide. The
most important contribution of this study is a theoretical model of perceived
service quality in the context of museum. Further quantitative study could be
done to test the model empirically.
Penulis: Alexander Joseph Ibnu
Wibowo
Kode Jurnal: jpmanajemendd150669
