基于顾客满意度指数模型的科普场馆观众满意度测评——以北京天文馆为例  

Analysis of visitors'satisfaction in science museums by using customer satisfaction index:Take Beijing Planetarium as an example

作　　者：孟洁 方妍 杨青青 MENG Jie;FANG Yan;YANG Qingqing(Beijing Planetarium)

机构地区：[1]北京天文馆

出　　处：《科学教育与博物馆》2021年第1期6-13,共8页Science Education and Museums

摘　　要：参考美国顾客满意度指数模型,对科普场馆观众进行研究,以问卷调查为基础,全面分析了2020年北京天文馆的观众满意度。结果表明,观众对场馆服务的总体满意度较高,影响观众参观满意度的主要因素为参观期待的满足程度、对公共设施及管理的认可度,未来我们将增强展项和剧场特色服务的质量和水平,推动人工服务与智能服务的高效融合,注重天文科普活动的针对性、趣味性和多样性。This paper refers to the American Customer Satisfaction Index model to study the visitors’ satisfaction of science museums. Based on the questionnaire, this paper makes a comprehensive analysis of the visitors’ satisfaction of Beijing planetarium in 2020. The results show that the overall satisfaction of the visitors with the services is relatively high. The main factors affecting the visitors’ satisfaction are the satisfaction degree of visiting expectation and the recognition of public facilities and management. In the future, we should improve the quality and level of the exhibition and theater featured services, promote the efficient integration of artificial services and intelligent services, and pay attention to the development of astronomical science popularization activities targeted, interesting and diverse.

关 键 词：科普场馆 满意度指数模型 观众调查 

分 类 号：G315[文化科学] P1-28[天文地球—天文学]