Customer Satisfaction. Case: Rovaniemi Local Heritage Museum
Bährentz, Esther-Louise (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022120125391
https://urn.fi/URN:NBN:fi:amk-2022120125391
Tiivistelmä
The purpose of the thesis was to figure out the level of customer satisfaction at Rovaniemi Local Heritage Museum. A customer satisfaction questionnaire was constructed to complete the thesis research. The survey questionnaire measured the level of customer satisfaction at Rovaniemi Local Heritage Museum; 70 respondents answered the questionnaire. A qualitative method was used to analyse the results, which concluded that the level of customer satisfaction at Rovaniemi Local Heritage Museum is high. The museum scored a star-rating of 4,3 stars out of 5 stars.
The results show that the customers are most satisfied with the atmosphere, the exhibitions, the museum-staff/level of customer service, and the overall experience. The customers are most dissatisfied with the outdoor areas, the prices, and the information/signs. The results of the research indicate that the information signs are the biggest cause of dissatisfaction at Rovaniemi Local Heritage museum, and the signs are what the museum should focus on improving in the future.
The factors that might have affected the validity and reliability of the research are the so-called volunteer-bias, the fact that the questionnaire was only available in English and Finnish, and the fact that customers tend to give positive ratings when it comes to satisfaction.
The results show that the customers are most satisfied with the atmosphere, the exhibitions, the museum-staff/level of customer service, and the overall experience. The customers are most dissatisfied with the outdoor areas, the prices, and the information/signs. The results of the research indicate that the information signs are the biggest cause of dissatisfaction at Rovaniemi Local Heritage museum, and the signs are what the museum should focus on improving in the future.
The factors that might have affected the validity and reliability of the research are the so-called volunteer-bias, the fact that the questionnaire was only available in English and Finnish, and the fact that customers tend to give positive ratings when it comes to satisfaction.