OE710: Optimaliseringkwaliteit
van Dienstverlening
NAME: KELVIN DE HEER
CLASS: ROBSMA01
STUDENTNUMBER: 580932
TEACHER: H. MAKS
DATE: 21-05-2019
,Contents
Chapter 1:...............................................................................................................................................2
Chapter 2:...............................................................................................................................................3
Chapter 3:...............................................................................................................................................5
Chapter 4: SPSS......................................................................................................................................7
Bibliography..........................................................................................................................................17
1
, Chapter 1:
Research aim
The aim of the research is for Museum Belvedere to gather information on visitor satisfaction. This is
not just with regard to its exhibitions, but with the museum’s facilities as well.
Information requirements
The information that is needed to complete this research is how many people are satisfied with the
Belvedere Museum and how many people were unsatisfied. Besides this we also need to know what
the people liked about the museum and which part they liked less about the museum. At last every
persons experience is different with the Belvedere Museum, the researcher would like to know how
the people experienced the exhibitions, facilities and services at the Belvedere Museum.
Intended outcome
with the outcome of this research will be clear if the visitors of the Belvedere Museum are satisfied
or dissatisfied with the exhibitions, facilities and services of the Belvedere Museum. After this the
museum will get clarity about the activities and how the visitors experienced it. If the Belvedere
Museum has this research they can see if they need to change anything. Research will show how the
visitors of the Belvedere Museum have experienced the museum and if they are satisfied with it.
Research methodology
The researcher will make use of quantitative research. The reason behind this a closed research
question. Besides this the data will be collected in a standard way, this are all characteristics of
quantitative research (Baarda, 2014).
To get this information a survey will take place with 382 visitors in the last year. The visitors are in
the age category of 21-65. This is determined on 55.000 museum visitors with a margin of error of 5%
and a reliability of 95%. The 382 visitors will be determined with a sample calculator. The researcher
will make use of a random sample (aselecte steekproef) because the visitors of the museum are
known and in a database, at least most of the visitors. The visitors of the museum that bought a
ticket with their e-mail, name, date of birth etc. or the visitors that own a museum card. With the
research we take into account the non-response and the sample will be done on a reflection of the
population. The respondents are selected randomly but also on the basis of the data of ticket sales.
In this data the e-mails are already filled in, these are used to approach the respondents. In this e-
mail the respondents are asked to fill in the survey. This survey will not take longer than 5 minutes
for the respondents. Besides this the researcher will make use of the touch point-analysis. This is a
measurement based on the judgement about the aspects of an organization. This are the so called
touch points. In this research we will make use of the museums activities touchpoints. To measure
the experience of the respondents, the researcher can give a judgement about the satisfaction.
Topic list
- Satisfaction Belvedere Museum in general
- Satisfaction about the exhibitions
- Satisfaction about the facilities
- Satisfaction about the service
- General assessment about exhibitions, facilities and service
2
van Dienstverlening
NAME: KELVIN DE HEER
CLASS: ROBSMA01
STUDENTNUMBER: 580932
TEACHER: H. MAKS
DATE: 21-05-2019
,Contents
Chapter 1:...............................................................................................................................................2
Chapter 2:...............................................................................................................................................3
Chapter 3:...............................................................................................................................................5
Chapter 4: SPSS......................................................................................................................................7
Bibliography..........................................................................................................................................17
1
, Chapter 1:
Research aim
The aim of the research is for Museum Belvedere to gather information on visitor satisfaction. This is
not just with regard to its exhibitions, but with the museum’s facilities as well.
Information requirements
The information that is needed to complete this research is how many people are satisfied with the
Belvedere Museum and how many people were unsatisfied. Besides this we also need to know what
the people liked about the museum and which part they liked less about the museum. At last every
persons experience is different with the Belvedere Museum, the researcher would like to know how
the people experienced the exhibitions, facilities and services at the Belvedere Museum.
Intended outcome
with the outcome of this research will be clear if the visitors of the Belvedere Museum are satisfied
or dissatisfied with the exhibitions, facilities and services of the Belvedere Museum. After this the
museum will get clarity about the activities and how the visitors experienced it. If the Belvedere
Museum has this research they can see if they need to change anything. Research will show how the
visitors of the Belvedere Museum have experienced the museum and if they are satisfied with it.
Research methodology
The researcher will make use of quantitative research. The reason behind this a closed research
question. Besides this the data will be collected in a standard way, this are all characteristics of
quantitative research (Baarda, 2014).
To get this information a survey will take place with 382 visitors in the last year. The visitors are in
the age category of 21-65. This is determined on 55.000 museum visitors with a margin of error of 5%
and a reliability of 95%. The 382 visitors will be determined with a sample calculator. The researcher
will make use of a random sample (aselecte steekproef) because the visitors of the museum are
known and in a database, at least most of the visitors. The visitors of the museum that bought a
ticket with their e-mail, name, date of birth etc. or the visitors that own a museum card. With the
research we take into account the non-response and the sample will be done on a reflection of the
population. The respondents are selected randomly but also on the basis of the data of ticket sales.
In this data the e-mails are already filled in, these are used to approach the respondents. In this e-
mail the respondents are asked to fill in the survey. This survey will not take longer than 5 minutes
for the respondents. Besides this the researcher will make use of the touch point-analysis. This is a
measurement based on the judgement about the aspects of an organization. This are the so called
touch points. In this research we will make use of the museums activities touchpoints. To measure
the experience of the respondents, the researcher can give a judgement about the satisfaction.
Topic list
- Satisfaction Belvedere Museum in general
- Satisfaction about the exhibitions
- Satisfaction about the facilities
- Satisfaction about the service
- General assessment about exhibitions, facilities and service
2
