觀眾對高雄國立科學工藝博物館導覽解說人員滿意度之研究

A Study on Audience Satisfaction with Tour Guides and Interpreters of Kaohsiung National Science and Technology Museum

在人們越來越仰賴科技的時代也重視休閒知識的提升，科學博物館應落實科學素養教育功能，透過培訓專業導覽解說人員，增進參訪者在館內的參觀學習經驗。本研究探討觀眾參訪國立科學工藝博物館，對於導覽解說人員的滿意度調查，共獲取420份有效問卷，Cronbach’sα.888，效度60.50%。統計分析結果得知選擇到科工館參訪的觀眾比例最高者分別是：女性、已婚、20-25歲、大學學歷、月收入2-4萬元、同遊人數4-6人、住高雄市及最喜歡從事的休閒活動是逛街。在滿意度的排名順序，「解說人員解說內容生動」平均數3.83（SD=.77）排名第一、「能有解說人員的服務」平均數3.82（SD=.78）排名第二、「解說人員專業態度值得信賴」平均數3.81（SD=.81）排名第三。而以「解說人員與遊客互動良好」平均數3.36（SD=.95）倒數第一、「解說人員能搭配書面資料」平均數3.38（SD=.89）倒數第二、「解說人員外貌長相」平均數3.40（SD=.77）倒數第三。
由因素分析法萃取出三個因素：「解說清楚」、「解說認真」及「特色服裝」。經t檢定差異分析獲知，觀眾不同人口背景變項背景所形成的顯著性差異為：不同性別、年齡、學歷、月收入及觀眾的最喜歡從事的休閒活動均對「解說認真」因素達顯著性差異、且月收入還對「解說認真」因素也產生了差異。然而婚姻、職業、同遊人數及居住地則不會致使觀眾對於科工館導覽解說人員滿意度的差異。

In an era when people rely more and more on science and technology, they also attach importance to the improvement of leisure knowledge. Science museums should implement the function of scientific literacy education.
Professional guides and commentators to enhance visitors’experience of visiting and learning in the museum. This study discusses the satisfaction survey of audiences visiting the National Science and Technology Museum, and a survey of the guide commentators. A total of 420 valid questionnaires were obtained, Cronbach’sα.888, and the validity was 60.50%. According to the results of statistical analysis, the highest proportion of tourists who choose to visit the Science and Industry Museum are: female, married, 20-25 years old, university degree, monthly income of 20,000-40,000 dollars, number of tourists with 4-6 people, residence Kaohsiung and his favorite leisure activity is shopping. In the ranking order of satisfaction, the average number of“interpreters explaining content vividly”is 3.83 (SD=.77) ranking first, the average number of“services with interpreters”is 3.82 (SD=.78) ranking second, and“explaining staff Professional attitude of staff is trustworthy”ranking third with an average of 3.81 (SD=.81). And the average of“interpreters and tourists interact well”is 3.36 (SD=.95), the last one, the average value of“interpreters can match written information”is 3.38 (SD=.89), the second last,“the appearance of the interpreters”An average of 3.40 (SD=.77) was the third lowest.
Three factors were extracted by factor analysis:“clear explanation”,“serious explanation”and“special clothing”. According to the t-test difference analysis, the significant differences caused by different population background variable backgrounds of tourists are as follows: different genders, ages, education backgrounds, monthly incomes and tourists’favorite leisure activities are all significant for the factor of“explanation seriousness”The difference, and the monthly income also has a difference in the factor of“explanation seriousness”. However, marriage, occupation, number of fellow travelers and place of residence will not cause differences in tourists’satisfaction with the guides and interpreters of the Science and Industry Museum.