The Safety Factor and the Level of Customer Satisfaction in Polish and Czech Historic Buildings in Covid-19 Era

Malgorzata Pol, Jerzy Tutaj
European Research Studies Journal, Volume XXIV, Issue 2, 649-661, 2021
DOI: 10.35808/ersj/2148


Purpose: The coronavirus pandemic period has hit strongly to the entire economy, especially the tourism industry. The crisis has become a catalyst for new solutions, thanks to which enterprises ensure their existence and even development. The essential information is being provided by the analysis of the client's needs and attitudes. That is why it is crucial to observe customers' behavior when the industry is so much affected by the Covid-19 crisis. Design/Approach/Methodology: The article presents research results in customer satisfaction assessment and identifies factors determining the level of satisfaction during the Covid-19 Pandemic in a Polish and Czech historic building: the Castle Książ and the Czech Kuks complex. Authors, using in total 344 direct interviews and questionnaires, tried to answer whether Pandemia does change customers' behaviors and choices, and if so, does it have a durable impact on visiting historic buildings. Findings: The pandemic accelerated the replacement of workers into electronic devices, as shown by research results related to the selection of audio guides instead of buying a guide service. The more maintenance-free devices bring the history of buildings closer, the greater the likelihood of recommending the objects to other people during the pandemic. Practical Implications: The authors pointed to several improvement proposals that might increase customer satisfaction in both building-complex in the future, but also they can be used in all touristic objects. Originality/Value: The sense of security - a lot indicates it - is becoming the fundamental factor determining business success.

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