Consumer satisfaction and post-purchase intentions: an exploratory study of museum visitors

Harrison, Paul and Shaw, Robin 2002, Consumer satisfaction and post-purchase intentions: an exploratory study of museum visitors, in New wave: entrepreneurship and the arts: symposium proceedings, Learning Services, Deakin University, Melbourne, Vic., pp. 1-8.

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Title Consumer satisfaction and post-purchase intentions: an exploratory study of museum visitors
Author(s) Harrison, Paul
Shaw, Robin
Conference name New Wave: Entrepreneurship and the Arts Conference (2002 : Melbourne, Vic.)
Conference location Melbourne, Victoria
Conference dates 5-6 April, 2002
Title of proceedings New wave: entrepreneurship and the arts: symposium proceedings
Editor(s) [Unknown]
Publication date 2002
Conference series New Wave: Entrepreneurship and the Arts Conference
Start page 1
End page 8
Publisher Learning Services, Deakin University
Place of publication Melbourne, Vic.
Summary This paper examines the relationship between consumer satisfaction and future intentions in the museum context, and the role that demographic characteristics such as gender, age and education play. The variables Expectations Met, Satisfaction, Value, Intention to Return, and Recommendation to Others, were all found to be correlated. However, although it is often assumed that the level of educational attainment, gender and age correlate strongly with arts and cultural usage, this research found that the only statistically significant differences were that females had a higher mean Intention to Return, and there was a weak positive association between Age and Satisfaction, and weak negative associations between Education and Expectations Met, Satisfaction, and Recommendation to Others. Museum marketers may profit from examining the "value chain" of museum experience outlined in the model presented, especially the greater likelihood of positive recommendations to others than individual intention to revisit, and by investigating segment differences beyond those reported here.
ISBN 0730025535
9780730025535
Language eng
Field of Research 150599 Marketing not elsewhere classified
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category E1 Full written paper - refereed
ERA Research output type E Conference publication
Persistent URL http://hdl.handle.net/10536/DRO/DU:30004764

Document type: Conference Paper
Collection: School of Management and Marketing
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