The Contribution of Technology-Based Heritage Interpretation to the Visitor Satisfaction in Museums
Citation
Reino, S., Mitsche, N. and Frew, A.J. (2007) ‘The contribution of technology-based heritage interpretation to the visitor satisfaction in museums’, in M. Sigala, L. Mich, and J. Murphy (eds) Information and Communication Technologies in Tourism 2007. Vienna: Springer Vienna, pp. 341–352. Available at: https://doi.org/10.1007/978-3-211-69566-1_32.
Abstract
The tradition of heritage interpretation is moving away from purely conservational and
educational goals to an entertainment- and experience-oriented interpretative provision. New
technologies are gaining prominence in museums to enhance visitors' mindfulness, subsequent
learning outcomes and satisfaction. Extant research literature reflects technology-based heritage
interpretation; however, such studies implement predetermined outputs which have never been
tested by the demand side. This paper seeks to assess technology-mediated heritage
interpretation, merging both theory from the museums management and customer satisfaction
literatures, and applying Importance-Performance Analysis. Results reveal that new technology
does not represent a substitute for other interpretative applications. Its appropriate use in those
museums with a traditional interpretative layout enhances displays multisensory provision and
visitors perceived interactivity. The use of technology is more appreciated in traditional
museums than in those with live interpretation.