Smart Museum Dimensions: Museum Visitor Satisfaction Analysis

Abstract

This research aims to examine the validity of smart museum indicators and identify priority indicators that influence visitor satisfaction at the Sonobudoyo Museum, Yogyakarta. Unlike previous studies that mainly evaluate smart tourism at the destination level, this study focuses on a single cultural museum by assessing smart museum attributes from the perspective of visitors? expectations and experiences. This study uses a descriptive quantitative approach by distributing questionnaires to 200 respondents at the Sonobudoyo Museum. The research instrument includes six dimensions of a smart museum: technology utilisation, interactivity, adaptability, systematic efficiency, technology integration, and affordability. Data were analysed using the Customer Satisfaction Index (CSI) method to measure overall satisfaction levels and Importance?Performance Analysis (IPA) to map indicators that require improvement based on the comparison of visitors? expectations and experiences. The research results show that the level of visitor satisfaction falls into the ?Very Satisfied? category with a CSI score of 84.83%. However, the IPA analysis identified 12 indicators that do not meet visitor expectations. The main findings indicate a significant gap in the aspects of device maintenance, the security sensor function that disrupts comfort, and the limited accessibility for disabled and elderly visitors. On the other hand, the ease of accessing information through QR codes and data privacy guarantees are the main strengths of this museum. These findings suggest that smart museum development should not only emphasize technology adoption, but also prioritize reliability, comfort, accessibility, and visitor-centred digital service improvement.