遊客對環境教育場所服務品質之研究──以深溝水源生態園區為例

The Study on Service Quality of Environmental Education facilities -A Case of Shen-gou Water Eco Park

本研究以水資源保育特色環境教育設施場所的深溝水源生態園區的遊客為對象，以SERVQUAL服務品質差距為基礎，藉由現場問卷調查，以分析遊客對深溝水源生態園區之行前期待感與實際認知度之差距。結果顯示：在28個問項中，有26個問項有顯著性差異，並以因素分析萃取出「解說服務」、「解說設施」、「遊憩設施」及「心靈感受」等四個因素構面，累積總解釋變異量為73.196%，其中以「解說服務」因素構面的影響最大。在IPA的部分，行前期待感與實際認知度皆高的有14項，高行前期待感與低實際認知度共有3項，行前期待感與實際認知度皆低的有7項，低行前期待感與高實際認知度有4項。

This study aims to understand the visitors’ perception toward service quality of environmental education facilities of Shen-gou Water Eco Park. Based on the SERVQUAL measurement, the visitors’ perceptual difference between expectation and actual experience to environmental education facilities of Shen-gou Water Eco Park was conducted by questionnaire. Factor analysis of the items identified four factors; interpretive service, interpretive facilities, recreational facilities and spiritual perceptions, explaining 69.446% of total variance. The results showed that 26 of 28 items were significant differences. Therefore, data collection indicated that the factor of interpretive service had the greatest impact. Based on the importance-performance analysis (I.P.A), the visitors’ high level of pre-expectation and felt perceptions was 14 items, whereas high level of pre-expectation and low felt perception was 3 items. Both low ex-expectation and felt perceptions had 7 items; however, low pre-expectation and high felt perceptions had 4 items.