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The aim is to determine which combinations of service and technology factors enhance visitor satisfaction and behavioral intentions in museums.

Service and technology factors shaping digital visitor experience: evidence from Chinese Museums using SEM and fsQCA

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The aim is to determine which combinations of service and technology factors enhance visitor satisfaction and behavioral intentions in museums.
Conducted an online survey with 506 responses from museum visitors.
Utilized structural equation modeling (SEM) to analyze service quality impacts.
Employed fuzzy-set qualitative comparative analysis (fsQCA) to explore multiple pathways to satisfaction.
Tangibility is the only service dimension significantly affecting visitor satisfaction.
Multiple pathways identified, primarily involving tangibility and task-technology fit, leading to high satisfaction.

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Identifies key factors influencing digital visitor satisfaction in Chinese museums, suggesting improvements for better engagement.

Mengning Han (2026) studied this question.

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