Satisfaction with Tours of a Frank Lloyd Wright Building

Abstract

Visitors to the Gordon House by Frank Lloyd Wright were asked to complete a survey about their experience at the House. Included in the instrument were questions about previous experience with house museums and with Frank Lloyd Wright buildings, about their expectations of the House, and about their overall satisfaction with their visit. By means of cross tabulations, correlations, and ANOVA, relationships to consumer satisfaction were compared against several factors including two of the most commonly studied antecedents, level of involvement and the disconfirmation of expectations. These two antecedents, however, were found to have little or no predictive value. Cross tabulations and correlations showed that the level of satisfaction with the greeter and docent, the amount of time spent in the House, and the rating given the appearance of the house, however, had significant positive effects on overall satisfaction. The findings of this study are discussed and implications suggested for the management of tourist sites.