以客為尊－國立科學工藝博物館觀眾滿意度調查之研究

Visitor Survey of National Science and Technology Museum

黃俊夫 ； 鄭瑞洲 ； 浦青青 ； 顏上晴 ； 黃惠婷

《科技博物》 3卷1期 (1999/01) Pp. 52-69

摘要

本研究希望透過問卷調查的方式，瞭解到館參觀民眾之組成與參觀習性，用以檢視本館之服務能否符合觀眾之需求。
國立科學工藝博物館於民國86年11月9日開館，本館公共服務組同仁於87年10月16日至25日進行此次觀眾意見調查，針對進入展示廳參觀10歲以上觀衆，以問卷為工具，在進館閘門處進行抽樣調查。
依據調查結果分析，這個時期（開館將滿週年）到館參觀的觀衆：
一、年齡層以40歲以下的觀眾為主，所佔比例為86.5%。
二、學生所佔的比例最高，為40.7%。
三、南部地區（高雄、台南、屏東縣市）觀眾所佔比例最高，為65.7%。
四、重覆來館的觀眾佔41.5%。
本研究並針對觀眾基本屬性與館內各項服務之滿意度進行卡方檢定分析，深入探討本館所提供之種種服務，得到哪些屬性民眾的認同，以作為未來本館制定各項措施之參考。

並列摘要

Visitor surveys are used to obtain an insight to find out who are the target groups to come to museum and their behaviors. They help to indicate how well the services offered by the museum meet visitors' needs in the spirit of 'customer first'.
The National Science and Technology Museum first opened its doors to the publicon November 9, 1997, and the museum staff has carried out two visitor surveys-the first from November 12 to 18, 1997, and the second from October 16 to 25, 1998. The target of both surveys was museum visitors ten years old and up using prepared questionnaires and random sampling methods. A comparison of the visitor profiles for the two periods (shortly after opening and nearly a year later) showed a number of facts including the following: 84.2% and 86.4% respectively were 40 years old or younger; 34.6% and 40.7% were students; and 84.8% and 65.7% were from southern Taiwan. Some 40% are re-visitors, and most learned about the museum through teachers, other students, friends and family.
The data from these surveys will also be used to determine levels of satisfaction among visitors regarding service and gain other insights into the make-up of people coming to the museum. It will be used as a reference in making changes and adjustments as needed in the future.