博物館服務品質之研究：以國立科學工藝博物館為例

Museum Service Quality: A Case Study of the National Science and Technology Museum

提升服務品質已成為各種營利及非營利組織提高經營效率的重要方法，本研究以最廣為學者接受的服務品質測量模式-SERVQUAL量表來衡量國立科學工藝博物館（以下稱科工館）的服務品質，並以重要──表現程度分析法（IPA）檢視科工館服務品質之優劣勢。研究發現整體上觀眾對科工館的服務品質予以肯定，且「居住地區」、「年齡」、「教育程度」、「職業」等人口統計變數對科工館的服務品質有顯著差異。而服務品質IPA分析結果亦相當優良，多數服務屬性落在「繼續保持區」及「低優先區」，無任何項目落在急須改善的區域。本研究最後依研究發現針對滿足觀眾對服務品質的需求及期望提出建議。

Improving service quality has become one of the major ways to improve management efficiency for both profit and non-profit organizations. This research used the most academically accepted instrument for measuring service quality- SERVQUAL scale and Importance-Performance Analysis (IPA) to assess the service quality of National Science and Technology Museum (NSTM). This research found that the audience highly approved the service quality of NSTM, and demographic variables like location, age, education and profession obviously influenced the audience perceptions of service quality. The result of IPA was also good because most attributes were clustered in “Keep up the good work” and “Low priority” quadrants, and none was in “Concentrate here” quadrant. The research concluded with suggestions to satisfy audience's needs and expectations for service quality.