Qualidade em museus: o sentimento dos visitantes do ecomuseu de Itaipu

Abstract

Museums began to take new roles in tourism experience context, while social media has enabled the information sharing through the internet. Considering this, this study aimed to analyze the comments of the Itaipu Ecomuseum visitors inserted in the TripAdvisor platform. Based on the model of perceived quality in museums, the data were submitted to content analysis and sentiment analysis. The main results showed that the aspects related to the dimensions of physical evidence and quality of information are the most mentioned. In addition, user sentiment is mostly positive in all dimensions. Thus, the study contributed by bringing the elements of sentiment analysis into content analysis in order to classify information more accurately and impartially. In managerial terms, the company's need for attention to the tangible aspects of the ecomuseum is reinforced, as well as an insight to the incorporation of elements that have a positive impact on the visitors' feeling is given.