Journal of Korea Society of Industrial Information Systems (한국산업정보학회논문지)

Korea Society of Industrial Information Systems (한국산업정보학회)
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An Empirical Study on the Quality Attributes of Museum Service by ICT: Comparisons of South Korea and Austria

KANO모델을 활용한 박물관 ICT 서비스 품질 속성에 관한 실증연구: 한국-오스트리아 비교

  • Received : 2019.01.07
  • Accepted : 2019.02.15
  • Published : 2019.02.28
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Abstract

Museum management has been centered on curated exhibitions. Today, however, visitor-tailored exhibitions are all the rage, and various ICT-based services such as museum app's and exhibition explanation through QR code are being provided. To this trend, research on museum services using smartphones and SNS has been conducted. But there have been few studies of technical influence on the museum service satisfaction factors. This study, therefore, attempted to identify and classify the satisfaction factors of museum services with Kano model which explains service quality attributes. Samples from South Korea and Austria were analyzed There was a significant gap in quality factors according to cultural differences and a notable difference in perceived quality even for the factors in the same dimension. It implies that cultural differences need to be taken into account for the priority of museum services.

그간 박물관은 전시 큐레이팅 중심으로 이루어져왔다. 그러나 최근 방문자 맞춤형 전시가 중시되면서 앱 기반 고객서비스 및 QR코드 인식을 통한 전시 설명 등 다양한 서비스가 제공되고 있다. 이러한 추세에 맞추어 스마트폰이나 소셜네트워크를 이용한 박물관 서비스 관련 연구는 종종 시도되었다. 그러나 정보기술 기반 서비스와 연계한 방문객 만족요인에 관한 연구는 거의 없었다. 따라서 본 연구에서는 ICT 기반 박물관 서비스 품질요인들을 식별, 분류하고 KANO모델에 근거하여 이들의 품질속성을 밝히고자 하였다. 나아가 한국과 오스트리아를 대상으로 표본설문조사를 실시하여 그 차이를 비교하였다. 그 결과 문화 차이가 서비스요인별 품질속성차원에 영향을 준다는 사실을 확인할 수 있었으며, 같은 차원으로 분류된 요인도 지각된 서비스 품질에는 차이가 있음을 알 수 있었다. 이러한 결과는 박물관 경영에도 문화적 차원을 고려해야 함을 시사한다.

Keywords

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Fig. 1 Research model

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Fig. 2 Cultural difference - Korea and Austria

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Fig. 3 Difference in t-value of Service Element

Table 1 Museum Service Quality Elements

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Table 2 SERVQUAL Dimensions

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Table 3 Museum Service Elements by Stage

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Table 4 Basic Statistics

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Table 5 Data Reliability (Cronbach's α)

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Table 6 Kano’s Quality Evaluation Matrix

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Table 7 Differences in Quality Attributes

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