應用SERVQUAL服務品質模式分析國立科學工藝博物館導覽解說服務績效缺口

Analyze Guided Tour Service of National Science & Technology Museum with SERVQUAL Service Quality Model

本研究應用由Parasuraman, Zeilhaml & Berry等三位學者發展之SERVQUAL服務品質模式，探討國立科學工藝博物館導覽解說服務績效缺口存在與否，並探討不同類型的導覽解說人員是否會影響服務績效。研究以普查方式針對所有科工館解說員與管理者進行調查與統計分析。研究結果發現科工館導覽解說存在服務績效缺口，且在不同人口統計變數下解說員的服務績效亦有差異。

The study aims to explore whether or not a 'gap of service performance' exists between the service quality of guided tour in National Science & Technology Museum (NSTM) and the service provided by museum guides as well as to understand whether or not different characteristics of museum guides affects the quality of service by app lying SERVQUAL service quality model developed by Parasuraman, Zeithaml & Berry. Museum guides of NSTM will be used as the object of this study. This study used two types of questionnaires which were distributed to museum guides and managers of NSTM. Nine effective questionnaires and thirty-eight effective questionnaires were received from managers and museum guides, respectively.