Visitor impressions of Rembrandt: a genius and his impact

Abstract

The object of the study was to document customer satisfaction ratings for the National Gallery of Victoria (NGV). A total of 550 respondents were interviewed during 'Rembrandt: A Genius and His Impact' exhibition. Structured questionnaires were supplemented with direct observation techniques during the staging of the exhibition. In general, it can be concluded that the NGV performed very well in terms of delivering on the core service including the curatorial functions. It performed less competently on systems including queue and traffic management. Similarly, it performed below expectations on most aspects of employee service. Visitor impressions of the tangible dimensions of the service were ambivalent. It should be stressed, however, that the relatively poorer scores were only marginally below average expectations indicating that there is no immediate problem. However, the data signals an emerging problem that should be managed.