非營利機構之服務品質研究－－以國立科學工藝博物館觀眾服務義工運用為例

Researches on Service Quality of Nonprofit Organization－Case Study of Volunteers Science & Technology Museum(NSTM)

本研究應用由Parasurman, Zeithaml & 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觀眾服務績效缺口之大小。研究以普查方式針對所有觀眾服務義工與管理者進行調查與統計分析。結果發現國立科學工藝博物館管理者最重視的觀眾服務品質構面為「信賴性」，觀眾服務義工則在「有形性」表現最佳；而在「提供觀眾的資訊正確詳細」之服務傳遞小於服務品質規格，因此產生服務績效缺口。

The research applies the mode of Servqual service quality developed by three scholars: Parasuraman, Zeithaml and Berry to study whether the gap of service achievements about voluntary workers in NSTM exists and personal characteristics of voluntary workers will influence the service achievements. This research will investigates and conducts statistic analyses upon the voluntary workers and supervisors in NSTM through questionnaires. This research surveys volunteers and supervisors separately by questionnaires. The effective questionnaires are counted up eight for supervisors and fifty-four for volunteers.