現代化的博物館多以提供高品質的服務，來提高使用者滿意度與再參觀之意願。因此，使用者滿意度要如何衡量，就成為一個重要的課題。本文試圖建立一個博物館服務品質、使用者認知價值、滿意度與忠誠度關係的模型，期望能做為博物館在經營管理時之參考。本研究透過路徑分析，以國立自然科學博物館參觀民眾為研究對象，進行博物館使用者問卷調查，以探討究竟哪些因素對於認知價值、滿意度與忠誠度有顯著影響，以及這些變數之間有何關聯？此外，由於數位資訊服務已是現代化組織的趨勢，本研究將資訊服務對滿意度等變數的影響作為研究重點。研究結果顯示：滿意度受到教育推廣、館方服務與認知價值顯著的影響，行為忠誠度則受到滿意度與認知價值顯著的影響，態度忠誠度僅受到認知價值顯著的影響，但數位服務與館員專業對滿意度、認知價值均無顯著影響。

Modern museums pursue the strategy of offering high quality service to promote user satisfaction and intention to re-visit. Therefore, being able to accurately measure user satisfaction is an important issue for museums. This study proposes a model to demonstrate the relationships between service quality, perceived value, satisfaction and loyalty, through a case study of the National Museum of Natural Science. Due to the current trend in e-service, this was the focus of a survey questionnaire used for data collection and to assess the factors that affect perceived value, satisfaction and loyalty, and their relationships. The results showed that e-services and staff professionalism do not affect user satisfaction and perception, while education and promotion, museum service and perceived value significantly affect user satisfaction. User satisfaction and perception affect behaviors associated with loyalty while user perception significantly affects attitudes associated with loyalty.