Integrating the Kano model and IPA to measure quality of museum interpretation service: a comparison of visitors from Taiwan and Mainland China

This study attempts to integrate the Kano model and importance-performance analysis to explore critical interpretation service elements. This study compares the experiences of Mainland China and Taiwan visitors at a museum and their perceptions of interpretation service quality. The critical elements perceived by Mainland China visitors are “There is easy access to interpretation facilities” and “Interpreters provide services when visitors need them.” The critical elements identified for visitors from Taiwan are “There is easy access to interpretation facilities,” “Interpreters offer services at the right time,” and “What interpreters say is interesting and motivates visitors to learn more.”