... used to assess the Folk Museum's quality of service from the point of external customers through ten determinants of service quality. Staff and receptionists questionnaires identify the Folk Museum's perceptions of its service quality to the public and whether its operation is effective. The findings illustrate that there is no major disparity between the Folk Museum's internal objectives and the delivery of services. However, the Museum does need to explore which services outside audiences want the Museum to provide and to reinforce external communications in order to create positive and attractive images of the Museum for the public. This research project will be of most relevance to independent museums, especially those of similar size and background as Cambridge & County Folk Museum. 1. INTODUCTION 1.1 Dissertation Topic This dissertation focuses on the quality of service in the museum sector. The topic is significant because providing quality service has becoming an important and essential task for museums ...

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