解說員影響民眾參觀博物館經驗之研究－－以國立科學工藝博物館為例

The Influences of Docents on the Public's Museum Visiting Experience－Case Study in the National Science and Technology Museum

博物館在現代民眾生活中的地位愈來愈重要，公立博物館本身為滿足民眾的需求，以及為了生存與發展，對於如何提昇服務品質，展示水準，無不積極因應，不斷朝加強軟硬體的改善及人員的訓練等方向來努力。本研究透過問卷調查參觀國立科學工藝博物館的民眾，以分析博物館解說員提供導覽解說服務對民眾參觀博物館經驗的影響。調查問卷分為兩類，一供有解說員帶領之團體填答，一則供無解說員帶領之團體填答，且兩份問卷均區分參觀前後，以咨比較。本研究成功訪問277位民眾，結果發現：（1）民眾對國立科學工藝博物館的各項服務作為與滿意度並不因有無解說員而有顯著的差異；（2）民眾對國立科學工藝博物館參觀路線，因有無解說員的導覽解說，呈現顯著的差異，即有解說員帶領的民眾對於參觀路線的滿意程度明顯高於沒有解說員服務的民眾；（3）民眾對於展示主題與特色之認知方面，有解說員帶領的民眾較沒有解說員服務者為佳。

Nowadays museums play an important role in people's life. National museums all actively try every means to improve service, exhibition quality, hardware, software, and staff training in order to fulfill the public's demands as well as the development and subsistence of museums. In this study, survey research is used as the research method, and personal interview is used as the data gathering method to analyze the influences of docents on the public's museum visiting experiences. The field service location is National Science and Technology Museum. Questionnaires were categorized into two types and given to groups with and without docents respectively. Furthermore, questionnaires contained two parts that could be used to compare the participants' experiences before and after their visits to museums. 277 respondents took part in this study. The results are as follows: (1) visitors' satisfaction on different services in the NSTM did not vary significantly whether with or without docents; (2) there is significant difference between visitors with and without docents on the aspect of visit routes in the NSTM; visitors with docents show high satisfaction on visit routes in the NSTM than those without ones; (3) As to themes and characters of exhibition, visitors with gallery guide have a better understanding than those without ones.