A Service Quality Study of Family Museum Experience at the Taipei Fine Arts Museum

• Main Authors: MA Chi-Hsia, 馬綺霞
• Other Authors: LIN Rung-Tai
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/18203406826150718713

碩士 === 國立臺灣藝術大學 === 藝術與文化政策管理研究所 === 99 === Whether families are in the domestic or foreign museums, they are the main audience. Under international adding fuel to the flames, the children’s museum of Taiwan also like mushroom growth establishment. In recent years, many studies of family visitors’ behavior, characteristics, and parent-child interactions in museums, but few studies have considered the quality of visitor orientation and circulation. This study targeted the Taipei Fine Arts Museum (TFAM). The disciplines in this are from family museum experience create, visitor orientation conformity service and the service quality comments directions. It surveyed parent-child audience opinions through the semi-structured questionnaire, supplemented by in-depth interviews with museum employees to understand the mechanism of the visitor orientation services meet the demands of the degree of families, and to explore the parent-child audiences for the service quality satisfaction at the TFAM. To further explain family visitors service quality assessment methods at the field of art museum. The study discovered that induces by way of the material analysis when the families visit the TFAM, think about the service quality from the people, the matter, and the substance in terms of three dimensions, contains “the people” aspects: staff and volunteers service kindly and responsiveness; “the matter”: museum indicators and electronic information content fitness and reliability; “the substance” includes: visitor’s movement patterns and equipment's identification. The study suggested that the quality of visitor orientation and circulation or services provided at the TFAM needed improvement: 1. Promotion family service quality improvement work: children's guide book and worksheet, meals, attempt to increase ticket elasticity. 2. Plan more suitable for family focus guide: tour guide lively description, to design a family servicescape. 3. Engaged on a regular basis in the families satisfaction survey: inspection service transmission process, to collect service information of families needed at different times.