Integrative assessment of tourists' satisfaction: an empirical analysis of visitors of the Anne Frank House in Amsterdam Online publication date: Thu, 18-Sep-2008
by Enno Masurel, Peter Nijkamp, Lisanne Warmerdam
International Journal of Services Technology and Management (IJSTM), Vol. 10, No. 1, 2008
Abstract: Museums are multifaceted cultural goods with many attributes that – either separately or in combination &ndash attract various categories of visitors. This paper deals with the question whether a museum offers an integrative portfolio of different attractions or whether separate constituents of a museum good attracts specific classes of customers. In particular, the tourists' satisfaction with respect to particular items and their overall satisfaction are highlighted. After a survey of the literature, this question is empirically dealt with on the basis of an investigation of the motives of the visitors of the Anne Frank House, the renowned museum in Amsterdam in memory of the Jewish girl killed in the war. The analysis shows clearly that the holistic perspective of this museum good provides the highest attractiveness to various classes of tourists.
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