博物館輔助學校科技教學策略以國立科學工藝博物館為例

Strategies of Museums for Assisting Schools with Technology Education Case Study of the National Science and Technology Museum

所謂的服務品質，不在於強調自身提供那些服務內容，而在於強調服務內容是否能滿足顧客的需要（meet customer's need）。就一般社教機構而言，在強調為民服務並檢討服務品質時，宜先深入探討被服務者（參訪者）對服務的要求，在進行規畫服務內容及方式時，儘量縮短參訪者期望的服務水準與實際提供的服務水準，若能於活動當日提供高於期望的服務，會讓參訪者有驚奇的效果。本文試者應用SEVRQUAL服務品質模式，探討博物館輔助學校科技教學策略研擬，並以國立科學工藝博物館（科工館）為例，進行訪查及分析，藉以作為提升科工館輔助學校團體到館從事科技教學的參考。

The so-called quality of service lies not in the content of service provided, but in whether the content meets customer's need. To general institutes of social education, as they focus on serving customers and evaluating quality of service, they should first research in depth on the need of customers (visitors) for the service. As they design the content and the form of service, they should try to shorten the distance between the level of service expected by the visitors and that of actual service provided. On the day of the program, amazing effect can be created among visitors if service offered is higher than expected.