earticle

영어

Museum management has been centered on curated exhibition. In recent years, however, visitor-tailored exhibitions are being implemented. Furthermore, as information technology develops, various services such as customer service using museum app and exhibition explanation through recognition of QR code in exhibition hall are being provided. In response to this trend, research on museum services using smartphones and social networks has often been attempted. However, there have been few studies on museum service satisfaction factors reflecting various technologies. In this study, it tried to identify and classify the satisfaction factors service quality of museum by ICT based on KANO model which reflects characteristics of service quality factor. Furthermore, it tried to derive differentiated strategies for museum management by comparing the results of surveys conducted in South Korea and Austria. The results of the questionnaire survey sample showed that there was a significant difference in quality factors according to cultural differences and there was a big difference in perceived quality of service even for the factors classified in the same dimension between them. From these results, it can be seen that there is a difference in perception of information technology and perceived service quality between two samples with different cultural backgrounds. Therefore, this study suggests that cultural differences can affect the priority of museum services by country.