An Empirical Study of the National Science and Technology Museum-quality Lines of Tourists Before the Desired Quality of Service and Tour Experience

[[abstract]] 本研究目的旨在瞭解到訪科工館遊客之社經背景、行前期望服務品質與遊後體驗績效品質，分析遊客的行前期望服務品質與遊後體驗績效品質之差距。研究採問卷調查方式，對象為500位到訪科工館的遊客。根據調查所得資料，以描述性統計及重要表現程度分析法(IPA)，研究結果發現：參觀科工館的遊客以20歲以下的女性居多，教育程度多為大專、大學，大多數為無收入的未婚學生遊客，並且居住在南部地區。以IPA分析得知遊客對科工館提供之25個服務品質項目中，有10個項目落在象限I－繼續保持區、有6個項目落在象限II－優先改善區、有5個項目落在象限Ⅲ－低度重視區、有4個項目落在象限Ⅳ－過度重視區。 This study aimed to understand the Science and Technology Museum visitors visit the socioeconomic background, and analyze visitors performance expectation gap before the line quality and the service quality travel experience. Study used questionnaires, the object was 500 tourists visited the Museum of Science and Industry. According to the survey data, descriptive statistics and Importance-Performance Analysis (IPA), study results showed as follow: the Science and Industry Museum of visitors were mostly women 20 years of age, education level and more for college, university, mostly unmarried students without income tourists, and living in the southern region. IPA analysis showed that 25 service quality items for Science and Technology Museum offers visitors, there are 10 projects fall Quadrant I-maintained area, there are six projects fall Quadrant II-priority improvement areas, there are five project falls quadrant Ⅲ - low emphasis area, there are four projects fell quadrant Ⅳ - excessive emphasis area