MODIFIED SERVQUAL MODEL - QUALITY ASSESSMENT ON THE EXAMPLE OF NATIONAL MUSEUM OF LESKOVAC

Abstract

The aim of the research was to examine the current situation regarding the quality of services from the perspective of visitors and to identify the potential for their improvement. The main goals of this paper are to assess the expectations and perceptions of the quality of services by visitors of the National Museum in Leskovac, calculate the difference between the experienced and expected quality of services and determine the quality determinants that are most significant for visitors. The paper presents the results of empirical research aimed at assessing the quality of services at the National Museum of Leskovac. Quality of service is a key issue for the successful provision of services to museum visitors. This paper presents a display of the SERVQUAL model adapted for measuring the quality of services in the museum.