Marketing de serviços de lazer: estudo de caso do museu de artes e ofícios de Belo Horizonte

Abstract

This study was based on an adaptation of SERVAQUAL model, associated with questions about accessibility and with the mission and objects of the studied place. A case study was carried out at Artes e Ofícios Museum in Belo Horizonte, where managers, professionals dealing face-to-face with visitors and people who visited the museum were interviewed. Content analysis was used to organize, analyze and categorize the data collected according to elements used to measure the quality of services. It was observed that the quality of services was superior to 90%, however some questions need to be addressed by the museum as contact between museum professionals and visitors, mainly inside the museum, surroundings infrastructure and divulgation of the place (aspect that also relates to cultural barriers).

Keywords

• Leisure
• Marketing
• Quality
• Services
• Museum