Digitalization in French museums : visitors’ perception towards their digital experience | |
| Author | Shakya, Manasha |
| Call Number | AIT Proj. no.SM-23-02 |
| Subject(s) | Museums--Technological innovations--France Museums and the Internet--France |
| Note | A project submitted in partial fulfillment of the requirements for the degree of Master of Science in Business Analytics & Digital Transformation |
| Publisher | Asian Institute of Technology |
| Abstract | Digitalization has been emerging rapidly in the past few years impacting many areas and industries. The use of digital tools has become prominent and is widely visible every day. Various industries have been accepting the change of digitalization, including the museum industry. France is the home to 4811 museums and trends of digital transformation have been visible in the museums existing in the country.Museums in France have started their path in digital transformation, in terms of improving their customer experience, attractiveness, and employee efficiency. However, it is was not clear whether the customer’s expectations of the digitally enhanced museums were being achieved. The aim of the research is to find the perception of visitors’ digital experience in French museums. So, this project, analyzes the expectation of customer’s digital experience before their museum visit and explores the actual experience of customer’s digital experience after their museum visit.A quantitative research methodology was conducted using questionnaires to collect data for the research. The SERVQUAL Model framework for the questionnaire was followed to collect the data. SERVQUAL Model is an evaluation scale for measuring service quality and identifying the gap between customer perception and expectation. The findingsfrom the analysis of the data collected revealed that the visitors' experience towards the digitally enhanced museums did not fully meet their expectation. Visitors had high expectations for reliable tools, such as the accuracy and correctness of information. Likewise, online service users expected a pleasant and error-free experience, indicating that they expected no technological glitches, broken links, or errors.Furthermore, the study found a prominent difference in the visitors’ expectation and experience when it came to personalization and customized experience. The museums had yet to perfect the customization according to each individual. Also, the findings highlight the significance of these factors as it highly determines the experience of the customers who are visiting the museums. Finally, the research also pinned the importance towards personalization as customer highly expected this characteristic from the digital tools. |
| Year | 2023 |
| Type | Project |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Science in Business Analytics and Digital Transformation (M/Msc BADT) |
| Chairperson(s) | Badir, Yuosre F. M |
| Examination Committee(s) | Endress, Tobias;Zimmermann, Willi |
| Scholarship Donor(s) | AIT Scholarships |
| Degree | Project (M. Sc.) - Asian Institute of Technology, 2023 |