Tourism Reserch Journal
Vol 3 No 2 (2019): (TRJ) Tourism Research Journal

Evaluating Museum Service Experience Through Mobile Ethnography in The Perception of Generation Z

Dini Anggraeni Sirad (Universitas Prasetiya Mulya)



Article Info

Publish Date
14 Oct 2019

Abstract

A Museum management success factors have changed from previous display of conservation and historical information (Goulding, 1999) towards the integration of positive customer feedback and their perceived experiences of the entire visit. This paper suggests a mobile ethnography as a methodological basis for analyzing Gen Z visitor experience. The method is considered more appropriate as this generation is the first generation born into the world where physical aspects (peoples and places) have digital equivalents where for them the real world and the virtual world naturally overlap (Fairview Capital, 2017). The research used purposive sampling technique that involve Gen Z as the active investigators. The research is conducted in four museums run by the Indonesian government in Jakarta. The result of this research shown critical points in three broad aspects of “Physical and Design", "Curatorial", and "Museum Services" that could be used to help museum management in attracting younger generation. The research also shown the unobstrusive and ease of use of mobile ethnography application in a qualiatative research.

Copyrights © 2019






Journal Info

Abbrev

trj

Publisher

Subject

Education Social Sciences Transportation Other

Description

TRJ Tourism Research Journal, ISSN 2598-9839 (online) is published twice a year in April and October by Program Studi Magister Pariwisata, Sekolah Tinggi Pariwisata Trisakti. TRJ Tourism Research Journal welcomes original manuscripts of scientific research result and actual case study, as well as ...