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The rapid development and implementation of emerging technologies transformed how visitors interact with cultural content when reaching cultural sites. The proposed paper explores the effectiveness of a recently developed digital application aiming to enrich end-users experience when visiting the Acropolis archaeological site in Athens, Greece. A quantitative approach was selected to evaluate end-users’ satisfaction, while the Net Promoter Score (NPS) methodology was applied to a sample of 220 respondents. Results provide evidence about the application’s impact and effectiveness by clustering end-users in three distinct categories, namely detractors, passives and promoters. Moreover, by determining end-users’ satisfaction is built a strong interconnection between cultural content and digital technologies, with business and strategic implications. The study offers valuable insights into this direction by highlighting the importance of end-users’ satisfaction when developing digital engagement strategies and the potential use of NPS as a tool for measuring the effectiveness of such strategies.

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Digital App’s Effectiveness in Greek Cultural Context: Evaluating Users’ Satisfaction with Net Promoter Score (NPS)

  • 会议论文

  • 发表日期：

    2025年

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  • Antonios Kargas,
  • Eleni C. Gkika,
  • Dimitrios Drosos

摘要

The rapid development and implementation of emerging technologies transformed how visitors interact with cultural content when reaching cultural sites. The proposed paper explores the effectiveness of a recently developed digital application aiming to enrich end-users experience when visiting the Acropolis archaeological site in Athens, Greece. A quantitative approach was selected to evaluate end-users’ satisfaction, while the Net Promoter Score (NPS) methodology was applied to a sample of 220 respondents. Results provide evidence about the application’s impact and effectiveness by clustering end-users in three distinct categories, namely detractors, passives and promoters. Moreover, by determining end-users’ satisfaction is built a strong interconnection between cultural content and digital technologies, with business and strategic implications. The study offers valuable insights into this direction by highlighting the importance of end-users’ satisfaction when developing digital engagement strategies and the potential use of NPS as a tool for measuring the effectiveness of such strategies.