The Critical Service Quality of Museum Interpretation-A Comparative Study of Tourists from Mainland China and Taiwan

This study contributes to empirically compare with tourists´ interpretation experiences of a museum between Mainland China and Taiwan. The results by applying Kano´s model and the IPA to a museum interpretation indicate that several types of service elements can be identified as having different quality attributes. As for the tourists from Mainland China, the most important service elements they perceived were as follows: ´the visit route of narration facilities is smooth´, and ´interpreters can provide service when tourists need´. As for the tourists from Taiwan, the most important service elements they perceived were as follows: ´the visit route of narration facilities is smooth´, ´interpreters can offer services in proper time´ and ´the contents are interpreted by interpreters can arouse tourists´.