Key factors maximizing art museum visitors’ satisfaction, commitment, and post-purchase intentions

ABSTRACT

As there is a lack of empirical research examining art museum visitors’ post-purchase behaviors, this study tested the theoretical associations among image congruence, quality, affective experiences, satisfaction, and commitment to build a sturdy model of behavioral intentions. The concept of involvement was also included as a moderator. A field survey at art museums was conducted. The level of construct validity and reliability for all variables were satisfactory. Results of the structural model revealed that the proposed theoretical framework sufficiently accounted for the variance in intentions. Satisfaction was of greatest importance in generating intentions. Commitment and satisfaction acted as important mediators. Among nine hypothesized direct linkages, eight hypotheses were supported. Findings from the invariance model assessment supported the moderating influence of involvement on the relationships among quality, satisfaction, commitment, and intentions. The strength of such relationships among these variables was greater when museum visitors’ involvement level was high.

KEYWORDS:

• Art museum
• behavioral intentions
• image congruence
• satisfaction
• visitors

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Funding

This work was supported by the research fund of Hanyang University (HY-2018).