Level: Intermediate
This report proposes a method for evaluating service quality in the field of art management. JMP Pro 16 is used for statistical analysis. Specifically, a survey is conducted on users of public art museums, based on the selective multi-group principal component regression analysis method proposed by Takahashi and Kawasaki (2019) regarding the level of satisfaction with services provided by public art museums. Through the analysis of the survey results, the factors that public art museums should emphasize when providing services to users are clarified. The questions are expected to be composed of three groups: hard (buildings and interior), soft (staff response), and exhibition content (each question is seven-point method). The questionnaire is four pages long. First, a preliminary survey will be conducted in class for students at Hiroshima University, and then a questionnaire will be created based on the results and the main survey will be conducted.
References
Van Ryzin; G. G. (2006). Testing the expectancy disconfirmation model of citizen satisfaction with local government. Journal of Public Administration Research and Theory; 16(4); 599-611.
Takahashi, Takenori and Kawasaki, Masaru (2019) Questionnaire Surveys and Virtual Experiments: Understanding and Improving Customer Satisfaction, Japan Scientists and Engineers.
Yamamoto, Shoji (2010) Service Quality: The Evaluation Process of Service Quality, Chikura Shobo.
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