COMPARING CUSTOMER-SATISFACTION EVALUATION METHODS, IN THE CONTEXT OF INDUSTRIAL HERITAGE SITES

Abstract

There is a rich variety of customer satisfaction evaluation techniques, nevertheless rarely other approaches than the attribute-orientated ones are used. Therefore the article gives a short overview on existing alternatives and their specifics in the first part. The second part focuses on an evaluation of those methods in a practical way, by applying a bunch of methods in the context of leisure research. Based on an industrial heritage site, attribute-orientated-, incident-orientated approaches as well as silent hooping techniques are applied, in order to research their specifics and to evaluate the data provide by each methodological approach. Specific opportunities and threats are elaborated for each method in the context of leisure research.