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題名:基隆市國小教師校外教學對國立海洋科技博物館服務品質與滿意度之研究
書刊名:華人前瞻研究
作者:張榮蘭李永翔林群益蘇蜂鈞何宗儒
作者(外文):Chang, Jung-lanLee, Yung-hsiangLin, Chun-yiSu, Feng-chunHo, Chung-ru
出版日期:2018
卷期:14:1
頁次:頁15-17+19-50
主題關鍵詞:國立海洋科技博物館校外教學服務品質滿意度因素分析National Museum of Marine Science & TechnologyOutdoor eduationService qualitySatisfactionFactor analysis
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國立海洋科技博物館(簡稱海科館)2014 年1 月正式對外開放。館方規劃的環境教育課程,具海洋環境教育特色,成為基隆市實施校外教學最理想的環境場域。為了解基隆市國民小學教師以該館為校外教學地點所感受到的服務品質滿意度,本研究透過問卷調查進行研究。正式問卷用抽樣方式調查基隆市42 所公立國小教師,共發放881 份問卷,回收有效問卷為484 份,回收率約為54.9%。研究結果顯示受訪者最滿意的是館內整體環境乾淨舒適、空間讓人感到自在與安全,最不滿意則是展示區休息座位不足、館方人員為積極推廣各項活動。在服務品質滿意度構面分析中,研究顯示在性別、教師年資、是否為國教輔導團、以及學校所在行政區的屬性上有著顯著差異。此外有88.6%的教師採用聆聽導覽解說和學習單作為校外教學的學習方式。顯示受訪教師相當依賴NMMST 導覽人員的服務,並更在意其專業性與服務態度,受到海科館委外營運模式影響,本研究發現此項業務有其改進的空間,這應是未來政府接管海科館營運時所必須考慮的重點。
National Museum of Marine Science & Technology (NMMST) was opening in January 2014. NMMST designs environmental education courses with marine environmental education characteristics to have it become an environmental field for outdoor education in Keelung. This questionnaire survey is proceeded to understand the perceived service quality and satisfaction to elementary school teachers in Keelung using NMMST as the outdoor education place. The teachers of 42 elementary schools in Keelung are sampled for the survey. Total 881 copies of the questionnaire are distributed, and 484 valid copies are retrieved, with a retrieval rate 54.9%. The research results reveal that most satisfied with the respondents is the overall environment of the museum clean and comfortable, and space makes feel comfortable and safe. The most dissatisfied is the display area seating is insufficient, the museum staff to actively promote the activities. In the factor analysis of service quality satisfaction, the research shows that a significant difference in gender, teacher seniority, whether or not the State Education Tutoring Group, and the administrative regions of the school location. In addition, 88.6% of teachers use guided commentary and study sheets as the way to learn outside the classroom in NMMST. It shows that teachers rely heavily on the NMMST Navigator's services and are more concerned with their professionalism and service attitude. This study found that services have room for improvement, which influenced by NMMST's outsourcing operation mode. This should be the key point that the government must take into account when it takes over the operation of the NMMST.
期刊論文
1.Donaldson, George W.、Donaldson, Louise E.(1958)。Outdoor Education a definition。Journal of Health, Physical Education, Recreation,29(5),17-63。  new window
2.陳媛(20010400)。當前博物館教育所應採取的導向--以故宮千禧年宋代文物大展為例。博物館學季刊,15(2),3-13。new window  延伸查詢new window
3.Singh, J.(1991)。Understanding the structure of consumer satisfaction evaluation of service delivery。Journal of Academy of Marketing Science,19(3),223-224。  new window
4.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing,52(2),35-48。  new window
5.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。  new window
6.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。  new window
7.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。SERVQUAL, a multiple-item scale for measuring customer perceptions of service quality。Journal of Retailing,64(1),12-40。  new window
8.Peter, J. Paul、Churchill, Gilbert A. Jr.(1986)。Relationships among Research Design Choices and Psychometric Properties of Rating Scales: A Meta-analysis。Journal of Marketing Research,23(1),1-10。  new window
9.Rand, Judy(1996)。The 227-Mile Museum, or, Why We Need a Visitors' Bill of Rights。Visitor Studies: Theory, Research, and Practice,9(1),25-26。  new window
研究報告
1.王鑫(1995)。戶外教學發展史及思想之研究 (計畫編號:NSC84-2511-S-002-002-Z)。臺北市:中華民國行政院國家科學委員會。  延伸查詢new window
學位論文
1.施惠櫻(2008)。博物館服務品質與滿意度之研究--以國立台灣史前文化博物館為例(碩士論文)。亞洲大學。  延伸查詢new window
2.彭子凌(2008)。博物館服務品質與滿意度之研究:以學齡前教師使用兒童美術館戶外教學為例(碩士論文)。國立臺南大學,臺南市。  延伸查詢new window
3.劉伯村(2004)。應用模糊多屬性決策法於博物館服務品質評估之研究(碩士論文)。南台科技大學。  延伸查詢new window
4.陳永裕(2007)。博物館的遊客動機與滿意度關係--以國史館臺灣文獻館為例(碩士論文)。朝陽科技大學,臺中市。  延伸查詢new window
5.楊怡瑱(2012)。國立海洋生物博物館遊客旅遊動機、滿意度與忠誠度之研究(碩士論文)。國立屏東教育大學。  延伸查詢new window
6.林忠孝(2008)。博物館之服務品質、遊客滿意度、忠誠度之影響研究--以國立海洋生物博物館為例(碩士論文)。國立高雄師範大學。  延伸查詢new window
7.翁君菱(2015)。博物館服務品質與觀眾滿意度研究--以國立臺灣歷史博物館為例(碩士論文)。國立臺灣師範大學。  延伸查詢new window
8.詹佩儒(2014)。遊客旅遊體驗、吸引力與滿意度之關係研究--以國立臺灣歷史博物館為例(碩士論文)。南台科技大學。  延伸查詢new window
9.蔡文郡(2013)。水生生物展示模式與遊客滿意度分析--以國立海洋生物博物館為例(碩士論文)。南華大學。  延伸查詢new window
圖書
1.秦裕傑(1991)。西歐博物館制度與營運考察報告。國立自然科學博物館。  延伸查詢new window
2.Mitra, A.(1993)。Fundamentals of Quality Control and Improvement。Macmillan。  new window
3.Kotler, N.、Kotler, P.(1998)。Museums Strategy and Marketing。San Francisco:Jossey-Bass。  new window
單篇論文
1.Ford, P. M.(1986)。Outdoor education: Definition and philosophy(ED267941)。  new window
 
 
 
 
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